Technical Support Engineer

Overview

We are looking for a capable and customer-oriented Technical Support Engineer to deliver technical assistance and troubleshoot issues for both customers and internal teams in a fully remote setting. The role involves diagnosing and resolving problems related to hardware, software, networking, and applications while maintaining excellent customer service and adhering to prompt resolution timelines.

Responsibilities

• Deliver first and second-line support through email, phone, chat, and ticket management systems.
• Identify and resolve issues involving hardware, software, operating systems, networks, and applications.
• Manage, prioritize, and log support requests ensuring service level agreements are met.
• Install, set up, and maintain software programs and user accounts.
• Use remote desktop tools to troubleshoot problems remotely.
• Escalate advanced technical issues to appropriate engineering or expert teams as required.
• Create detailed documentation of troubleshooting procedures, solutions, and knowledge base entries.
• Track recurring problems and suggest enhancements to processes or systems.
• Collaborate closely with engineering, product management, and customer success teams to resolve client issues.
• Ensure adherence to company IT policies, security protocols, and industry best practices.

Requirements

• A bachelor's degree in Computer Science, IT, or a similar discipline, or equivalent experience.
• Between 2 to 5 years' experience in technical support, IT support, or service desk roles.
• Solid expertise with Windows, macOS, Linux, networking concepts including VPNs, DNS, TCP/IP, and cloud applications.
• Familiarity with ticketing systems such as Zendesk, ServiceNow, Jira Service Management, or Freshdesk.
• Experience with Microsoft 365, Google Workspace, Active Directory, and remote assistance software.
• Strong analytical and problem-solving capabilities along with excellent communication skills.
• Proven ability to operate independently within a remote working environment.

Preferred Qualifications

• Industry certifications like CompTIA A+, Network+, ITIL Foundation, or Microsoft Certified credentials.
• Experience supporting SaaS solutions, enterprise software, or cloud platforms.
• Knowledge of cloud providers such as AWS, Microsoft Azure, or Google Cloud Platform.
• Familiarity with scripting languages including PowerShell, Bash, or Python.
• Background working in 24/7 support or international customer service environments.