Technical Support Engineer

A Technical Support Engineer helps customers and businesses troubleshoot and resolve technical issues related to software, hardware, or network systems. They are skilled in diagnosing problems and providing solutions, often as a bridge between the technical team and the end users.

Technical Support Engineers assist users by answering questions, resolving technical problems, and providing guidance on how to use products effectively. They may work through various communication channels, such as phone, email, or chat, and often document issues and solutions to improve future support processes.

Take a pivotal role in enhancing customer experiences as a Technical Support Engineer!

In this position, you’ll be at the forefront of problem-solving, helping users navigate technical challenges with exceptional analytical skills and in-depth product knowledge. You will troubleshoot issues and proactively identify solutions and improvements, ensuring seamless interactions between our technology and its users.

Your ability to communicate complex technical information clearly and effectively will empower our customers, helping them maximize the value of our products and services.

• Diagnose and resolve technical issues reported by customers and internal stakeholders
• Install, configure, and maintain IT systems and software
• Collaborate with cross-functional teams to escalate and resolve complex technical problems
• Create and maintain comprehensive documentation related to system configurations and troubleshooting procedures
• Offer technical guidance and training to end-users on software and hardware usage
• Monitor system performance and recommend improvements for increased efficiency
• Participate in on-call rotation for after-hours technical support as needed
• Stay updated on emerging technologies and industry trends to enhance skills and knowledge
• Implement security measures to safeguard systems and data integrity
• Conduct regular system audits to ensure compliance with policies and regulations
• Assist in the evaluation and deployment of new technologies and applications
• Provide timely and effective communication to stakeholders on issue resolution progress
• Collaborate with vendors and service providers to address technical issues
• Customize and optimize solutions based on client and business requirements
• Contribute to continuous improvement initiatives for operational efficiency

• Achieved a customer satisfaction rating of at least X% based on feedback surveys.
• Resolved X% of technical issues within agreed-upon service level agreements.
• Reduced system downtime by X% through proactive monitoring and maintenance practices.
• Improved average response time to technical support requests by X%.
• Drove X% increase in first-call issue resolution.
• Enhanced data security and compliance measures by implementing industry best practices.
• Streamlined troubleshooting procedures, resulting in X% reduction in resolution time.

• Bachelor's degree in Computer Science, Information Technology, or related field
• 3+ years of experience in technical support or IT systems administration
• Proven expertise in troubleshooting hardware, software, and network issues
• Familiarity with ITIL framework and service management best practices
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal abilities
• Ability to work effectively under pressure and manage competing priorities
• Certification in relevant technologies such as Microsoft, Cisco, or CompTIA is a plus
• Experience with cloud computing platforms (e.g., AWS, Azure) is advantageous
• Knowledge of cybersecurity principles and data privacy regulations