Technical Support Engineer

Department: Information Technology / Customer Support

Reports To: Technical Support Manager

Location: [REMOTE] (Flexible/Hybrid options available)

Summary

We are seeking a motivated and tech-savvy Technical Support Engineer to provide outstanding troubleshooting and problem-solving assistance to our users. You’ll be on the front lines, directly interacting with customers via phone, email, and ticketing systems to resolve a variety of technical issues related to hardware, software, and networks. If you have a passion for helping people and a knack for solving technical puzzles, this could be the ideal role for you.

Key Responsibilities

• Customer Service: Provide exceptional customer service, demonstrating patience, empathy, and a commitment to resolving customer issues efficiently.
• Troubleshooting: Investigate, diagnose, and resolve a range of technical issues related to software applications, operating systems, hardware, and network connectivity.
• Documentation and Knowledge Sharing: Maintain accurate records of customer interactions, troubleshooting steps, and issue resolutions. Contribute to building a knowledge base to aid in future troubleshooting.
• Communication and Collaboration: Clearly explain technical concepts to customers with varying levels of technical knowledge. Collaborate with other technical teams to escalate complex issues when necessary.
• Continuous Learning: Stay informed about the latest technologies and troubleshooting techniques relevant to our company’s products and services.

Required Qualifications

• Associate’s degree in Computer Science, Information Technology, or a related field or equivalent experience.
• Minimum of [1+] years of experience in a technical support or helpdesk role.
• Demonstrated proficiency in troubleshooting common operating system issues (Windows, macOS, Linux).
• Strong working knowledge of networking concepts and protocols (TCP/IP, DNS, DHCP).
• Experience with helpdesk ticketing systems.

Preferred Qualifications

• CompTIA A+, Network+, or other relevant technical certifications.
• Experience with cloud-based applications and services.
• Basic scripting or programming skills for automation tasks.

Essential Skills

• Problem-Solving: Excellent analytical and problem-solving skills to identify the root cause of technical issues.
• Communication: Strong written and verbal communication skills, ability to convey technical information clearly and concisely.
• Customer Focus: Customer-centric approach with a desire to provide exceptional technical support.
• Adaptability: Ability to manage multiple tasks simultaneously and adapt to changing priorities in a fast-paced environment.