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

• 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