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.
- 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
- 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