Technical Support Engineer

Job Description

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Key Responsibilities:

• Provide technical support to customers via phone, email, and live chat.
• Diagnose and troubleshoot software, hardware, and network issues.
• Document issues, resolutions, and maintain knowledge base articles.
• Escalate complex problems to appropriate teams while maintaining ownership until resolution.
• Assist with software installations, configurations, and updates.
• Collaborate with engineering and product teams to report bugs and feature requests.
• Conduct training sessions for clients to enhance product understanding.
• Monitor system performance and provide proactive maintenance suggestions.

Qualifications:

• Bachelors Degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2+ years of experience in technical support or IT support roles.
• Strong understanding of operating systems (Windows, macOS, Linux).
• Proficiency in troubleshooting network configurations and protocols.
• Experience with ticketing systems like Jira, Zendesk, or ServiceNow.
• Familiarity with cloud services (AWS, Azure, Google Cloud) is a plus.
• Excellent communication skills and a customer-first attitude.
• Ability to work independently and as part of a team.

Skills & Competencies:

• Problem-solving mindset with strong analytical skills.
• Attention to detail and strong documentation skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Excellent interpersonal and customer service skills.
• Adaptability to rapidly changing environments and technologies.