Job Summary

The Technical Support role is responsible for providing first-line and/or advanced technical assistance to customers, internal users, or partners. This position involves diagnosing and resolving technical issues, guiding users through solutions, and ensuring a high level of customer satisfaction.

Key Responsibilities

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  Provide technical support via phone, email, chat, or ticketing systems
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  Troubleshoot hardware, software, network, and system-related issues
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  Diagnose problems and implement effective solutions in a timely manner
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  Escalate complex or unresolved issues to higher-level support teams
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  Document incidents, solutions, and troubleshooting steps in support systems
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  Install, configure, and maintain systems, applications, and devices
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  Assist with system upgrades, patches, and routine maintenance
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  Monitor system performance and proactively identify potential issues
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  Educate users on best practices and proper system usage
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  Collaborate with cross-functional teams (IT, engineering, product teams)

Requirements

Required Skills & Qualifications

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  Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)
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  Proven experience in technical support, help desk, or IT services
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  Strong troubleshooting and problem-solving skills
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  Knowledge of operating systems (Windows, macOS, Linux)
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  Familiarity with networking concepts (TCP/IP, DNS, VPN)
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  Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira)
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  Good understanding of hardware components and peripherals
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  Strong communication and customer service skills
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  Ability to work independently and under pressure

Benefits

Preferred Qualifications

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  Certifications such as CompTIA A+, Network+, or ITIL
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  Experience supporting enterprise applications or cloud platforms (e.g., Microsoft 365, Azure, AWS)
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  Knowledge of cybersecurity basics

Key Competencies

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  Customer-focused mindset
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  Attention to detail
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  Analytical thinking
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  Time management
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  Team collaboration
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  Adaptability

Work Environment

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  May require shift work (including nights/weekends depending on “N” designation)
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  Office-based, remote, or hybrid setup
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  Fast-paced support environment