Technical Support

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)