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

Definition of Done

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

Weekly + Monthly

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
  

Career Growth

This should feel like a starting point for something bigger.

We are looking for people who want to grow into more advanced technical roles over time.

This is how we do that at Ello:

• Exposure to different areas of IT (support, networking, cloud, projects)
  
• Opportunity to grow into more senior technical or specialist roles
  
• Increasing responsibility as skills improve
  
• A performance-led environment where growth is earned
  

Coaching and Development

Good engineers learn. Great engineers keep improving.

This role gives you the opportunity to build real-world technical skills through hands-on experience.

This is how we do that at Ello:

• Structured environment with clear systems and processes
  
• Exposure to real technical challenges
  
• Ongoing feedback and support from senior team members
  
• Learning through real work, not just theory
  

Meaningful Work and Culture

High standards. Strong support. Real impact.

At Ello Technology, support engineers play a key role in client experience and business performance.

This is how we do that at Ello:

• You help keep client environments stable and productive
  
• You contribute to a team that values structure and professionalism
  
• You work in an environment where standards matter
  
• You are part of a business focused on growth and improvement