SUMMARY:
Dedicated Support Engineer

POSITION INFO:

Dedicated Support Engineer

Role Purpose

Why This Role Exists

This role exists to deliver consistent, high-quality technical support that keeps client environments stable, secure, and performing.

You will be responsible for handling support requests, troubleshooting technical issues, assisting with escalations, and contributing to ongoing improvements across systems and processes.

This is a role for someone who enjoys solving problems, working with structure, and taking ownership of tasks from start to finish. Your success will be measured by the quality of your work, your consistency, and your contribution to a reliable client experience.

90-Day Mission

By Day 90, you are a reliable and consistent support engineer:

• You understand systems, tools, and support workflows
• You are resolving support requests with confidence and clarity
• You follow SOPs and documentation standards consistently
• You communicate clearly with clients and internal teams
• You contribute to reducing repeat issues and improving stability
• Your work is structured, traceable, and completed to a high standard

Primary Outcomes

What Success Looks Like

Operational

• Support tickets resolved accurately and within expected timeframes
• Clear, structured work logged in the system
• Reduced repeat issues through proper troubleshooting

Client Experience

• Professional, clear communication with clients
• Consistent updates and follow-through
• Positive contribution to overall service experience

Technical Contribution

• Strong troubleshooting and problem-solving ability
• Ability to handle increasing complexity over time
• Continuous improvement in technical capability

Team Contribution

• Effective collaboration with team members
• Clean handoffs and escalation discipline
• Contribution to team standards and processes

Key Responsibilities

Support & Troubleshooting (Core)

• Handle incoming support requests via the helpdesk system
• Diagnose and resolve user, system, and network-related issues
• Ensure all work is logged clearly with notes and next steps
• Follow structured troubleshooting processes

Escalation & Technical Support

• Escalate issues when required with clear and complete information
• Support higher-level troubleshooting where needed
• Follow escalation paths and processes correctly
• Assist in resolving more complex technical issues over time

Systems & Stability

• Contribute to maintaining stable and reliable client environments
• Identify recurring issues and flag for improvement
• Assist in implementing fixes and preventative measures

Documentation & SOP Compliance (Non-Negotiable)

• Follow all SOPs and internal processes
• Document work clearly and consistently
• Update knowledge base articles where required
• Ensure no work is completed without proper logging

Communication & Professionalism

• Communicate clearly with clients and internal teams
• Provide regular updates on work in progress
• Manage expectations professionally
• Maintain a calm, solution-focused approach

KPIs / Scorecard

Monthly (Ver2.0)

Operational

• Tickets resolved vs assigned
• SLA adherence (response and resolution times)
• First-time resolution rate

Quality

• Ticket quality (notes, resolution steps, clarity)
• Repeat ticket rate
• SOP compliance

Growth

• Ability to handle increasing complexity
• Skills development progress
• Contribution to documentation and improvements

Non-Negotiables

Behavioural Rules

• All work must be logged and traceable
• No shortcuts on documentation or process
• Clear, professional communication at all times
• Follow escalation paths — do not guess
• Take ownership and follow tasks through to completion

Who Will Thrive in This Role

This role suits someone who:

• Enjoys solving problems and working with systems
• Is organised and follows process naturally
• Communicates clearly and professionally
• Takes pride in doing work properly
• Is reliable, consistent, and accountable
• Wants to grow in a technical environment

Benefits

Earning Potential

Your income should grow as your skills, capability, and contribution increase.

This role is designed for someone who wants to build a strong technical foundation and grow over time.

This is how we do that at Ello:

• Market-related salary aligned to experience
• Opportunity to grow your value as your skills improve
• A role built around consistency, learning, and contribution

Performance Recognition

Not just activity. Consistency, quality, and reliability.

At Ello Technology, we value people who show up, follow process, and deliver work properly.

This is how we do that at Ello:

• Recognition for strong execution and reliability
• Appreciation for attention to detail and follow-through
• Reward for growth and continuous improvement