remote
Technical Support Engineer - VTS - Ingram Micro
Software Engineer
Provide tier‑1 and tier‑2 technical support for virtual technology services, diagnosing hardware, software, and network issues while delivering exceptional customer service using Windows, Linux, and SaaS tools.
About the role
Key Responsibilities
- Diagnose and resolve hardware, software, and network incidents for virtual technology services (VTS) customers.
- Provide remote troubleshooting via phone, email, and ticketing platforms, ensuring timely resolution and clear communication.
- Collaborate with senior engineers and product teams to escalate complex issues and contribute to knowledge‑base articles.
- Maintain accurate incident records in the ticketing system and follow ITIL best practices for incident and problem management.
- Assist in onboarding new customers, configuring environments, and delivering basic training on VTS solutions.
Requirements
- 2+ years of experience in technical support or help‑desk roles, preferably with Windows Server and Linux environments.
- Strong understanding of networking concepts (TCP/IP, DNS, VPN) and SaaS platforms.
- Proficiency with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
- Excellent communication skills and a customer‑focused attitude.
- ITIL Foundation certification or equivalent experience is a plus.
Skills
windows serverlinux