Technical Support Engineer

Job Summary:

We are seeking a skilled and customer-focused Technical Support Engineer to provide high-quality technical assistance to our clients or internal teams. The ideal candidate will troubleshoot and resolve hardware, software, and system-related issues, ensuring minimal disruption to users and maximum customer satisfaction.

Key Responsibilities:

• Respond to customer queries via chat, email, phone, or ticketing system in a timely and professional manner.
• Troubleshoot technical issues related to software, hardware, operating systems, and network environments.
• Diagnose and resolve product or service problems by identifying the root cause and guiding the user through corrective steps.
• Escalate complex or unresolved issues to higher-level engineering teams or vendors.
• Document technical knowledge in the form of knowledge base articles or internal guides.
• Work closely with product, development, and QA teams to ensure recurring issues are addressed and resolved.
• Monitor system alerts and proactively identify potential issues.
• Provide feedback on product performance and customer experience for continuous improvement.
• Maintain accurate records of customer interactions, issues, and solutions.

Required Skills and Qualifications:

• Bachelor s degree in Computer Science, Information Technology, Engineering, or related field.
• Proven experience in a technical support or IT helpdesk role.
• Strong understanding of operating systems (Windows, Linux, macOS), networking, and software troubleshooting.
• Familiarity with ticketing systems (e.g., Zendesk, JIRA, Freshdesk) and remote desktop tools.
• Excellent problem-solving and communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Strong attention to detail and customer service orientation.

Preferred Qualifications:

• Certifications such as CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals, or similar.
• Experience with cloud platforms (AWS, Azure, Google Cloud).
• Knowledge of scripting (e.g., PowerShell, Bash) or basic programming.
• Familiarity with CRM or ERP systems.