Job Description

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

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

Requirements

Required Skills & Qualifications

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

Benefits

Preferred Qualifications

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

Key Competencies

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

Work Environment

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