TECHNICAL SUPPORT ENGINEER

Overview

Key responsibilities

• Respond to customer inquiries and provide technical support via phone email or in person
• Diagnose and troubleshoot technical issues related to software hardware and network configurations
• Collaborate with the product development team to address complex customer issues and provide feedback on product improvements
• Document support interactions and create and maintain knowledge base articles for reference
• Install and configure software and hardware to ensure seamless operation for endusers
• Assist in the maintenance and improvement of internal technical systems and infrastructure
• Conduct remote troubleshooting and guide customers through solutions
• Escalate unresolved issues to the appropriate internal teams or thirdparty vendors
• Provide training and guidance to new support team members
• Participate in oncall rotations to provide afterhours support when necessary

Required qualifications

• Bachelor s degree in Computer Science Information Technology or related field
• Proven experience in technical support or a similar role
• Proficiency in operating systems networking and software applications
• Solid understanding of IT hardware and software troubleshooting
• Excellent customer service and communication skills
• Ability to prioritize and manage multiple open cases simultaneously
• Strong problemsolving and analytical abilities
• Experience with remote support tools and techniques
• Industry certifications such as CompTIA A Network or similar credentials are a plus
• Knowledge of database management and SQL is advantageous

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