Ascertia delivers digital trust products and services globally for Enterprises, Governments and Trust Service Providers. Ascertia solutions enable digital business processes which are fundamentally underpinned by digital trust to ensure that digital identities are proven, and business transactions and signatures are trustworthy.
Ascertia's digital signature platform and PKI products deliver digital trust across people, devices, data, and documents. At the heart of Ascertia’s digital trust ecosystem is a wide-reaching customer base, 100+ expert partners and integrators which have been delivering Ascertia products, cloud services and apps since 2001.
Ascertia has experienced solid revenue growth and is hiring new team members to drive further growth, success and take on the larger big-name organizations across the PKI and Digital Signature industries. Ascertia has over 190 full-time employees and is looking for a new IT Customer Support Engineer. This opportunity provides a solid platform for the successful candidate to stretch themselves and work with a talented team to achieve global success.
Job Description
IT Customer Support Engineer- Permanent position, full time, reporting to IT Manager
We are seeking a skilled IT Customer Support Engineer to join our team. As an IT Customer Support Engineer, you will be responsible for providing top-notch technical support to our customers, resolving technical issues, and ensuring excellent customer satisfaction. You will be the primary point of contact for customers, troubleshooting and resolving technical problems related to our products and services.
Key Responsibilities:
- Respond to customer inquiries via Teams Call, email, or chat, and resolve technical issues in a timely and efficient manner.
- Troubleshoot and resolve technical problems related to hardware, software, and network issues.
- Skilled in the administration of Office 365 and Azure permissions.
- Skilled in SharePoint administration.
- Handling Complete IT Inventory.
- Conduct root cause analysis and implement permanent fixes to prevent recurring issues.
- Document customer interactions and issue resolutions in our ticketing system.
Collaborate with internal teams (e.g., development, engineering) to resolve complex technical issues. - Stay up to date with industry trends, technologies, and product knowledge to provide expert-level support.
- Develop and maintain technical documentation and knowledge base articles.
- Participate in training and knowledge sharing sessions to improve team expertise.
Meet or exceed customer satisfaction and performance metrics.
Requirements:
- Bachelor’s degree in computer science, IT, or related field.
- 1-2 years of experience in IT customer support or a related field.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Proficiency in operating systems (Windows, macOS, Linux), software applications, and networking protocols.
- Industry certifications (e.g., CompTIA A+, CompTIA Network+ ITIL) are a plus.
Nice to Have:
- Experience with ticketing systems (e.g., JIRA).
- Familiarity with IT service management frameworks (e.g., ITIL).
We offer:
- An interesting and challenging job, dynamic opportunity for professional growth.
- A good remuneration package including PF, Medical insurance & Allowance
- Bi Annual Bonuses
- Bi Annual Increments
- Paid time Off
- Complementary Meals
- Paid Maternity/Paternity Leaves
- Company sponsored yearly excursion trip, cricket, gaming and dart clubs.
Top Skills
What We Do
Since 2001, Ascertia has been a global leader in delivering high-trust e-security products focusing on: Digital Signatures | Timestamps | Evidence Archiving | OCSP Validation
SigningHub delivers a complete signing solution enabling organisations to workflow documents for digital signature approval. When integrated into core business applications or used standalone, SigningHub optimises how internal and external users can review, approve and sign documents at any time on any device.
ADSS Server is easy to deploy and offers a full range of PKI services. It is the cryptographic engine that powers SigningHub and offers modules for advanced or qualified digital signature creation and verification together with options for TSA, OCSP, SCVP, XKMS, LTANS as well as CA and RA services.
In 2023, InfoCert acquired 65% of Ascertia, under the umbrella of the Tinexta group. Ascertia continues to serve more Trust Service Providers (TSPs) than any other provider in the market and the acquisition provides strong support to strengthen Ascertia's products and services in the digital signature and PKI space.
