Technical Support Engineer

Position Overview:

We are seeking a skilled and customer-focused Technical Support Engineer to join our team. In this role, you will be responsible for providing technical assistance, troubleshooting, and resolution of IT issues for clients and internal users. You will play a critical role in ensuring the stability and efficiency of IT systems, supporting end-users, and maintaining excellent service delivery standards.

Key Responsibilities:

1. Technical Support & Issue Resolution:

• Diagnose and troubleshoot hardware, software, and network issues reported by end-users.
• Provide timely and effective solutions for technical problems through phone, email, chat, or in-person support.
• Utilize remote access tools (e.g., Anydesk, TeamViewer) to resolve issues remotely when necessary.

1. Incident and Ticket Management:

• Record, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) system.
• Ensure adherence to predefined Service Level Agreements (SLAs) for response and resolution times.
• Update and close tickets with clear documentation of the resolution process.

1. System Setup & Configuration:

• Assist new employees with IT onboarding, including account setup, hardware configuration, and software installation.
• Configure and troubleshoot collaboration tools like Microsoft Teams, Outlook, and other office productivity applications.

1. Remote Access & Collaboration Tools:

• Support users with VPN setup and remote access solutions to ensure seamless work-from-home experiences.
• Guide users in setting up and using collaboration tools effectively.

1. Escalation of Complex Issues:

• Identify and escalate unresolved issues to Level 2 or Level 3 support teams with clear documentation.
• Collaborate with cross-functional teams to address and resolve critical system problems.

1. Knowledge Sharing & Training:

• Create and update FAQs, how-to guides, and knowledge base articles for end-users.
• Provide training to users on common IT tools and best practices to prevent recurring issues.

1. System Maintenance & Updates:

• Perform routine maintenance tasks, such as software updates, patch installations, and hardware diagnostics.
• Monitor system performance and proactively address potential issues to prevent downtime.

1. Customer Service & Communication:

• Maintain a high level of professionalism and empathy when interacting with users.
• Clearly communicate technical concepts to non-technical users in a user-friendly manner.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in a technical support, helpdesk, or similar IT role.
• Strong understanding of operating systems (Windows, macOS, Linux), hardware, and software troubleshooting.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Desk) and remote access tools (e.g., Anydesk, TeamViewer).
• Basic knowledge of networking principles (e.g., TCP/IP, DNS, DHCP) and VPN configurations.
• Excellent problem-solving skills and attention to detail.
• Strong communication and customer service skills.

Employment Type: Full-time