Technical Support Engineer

Job Title

Technical Support Engineer

Company Overview

We are a forward-thinking company offering cutting-edge IT solutions and services to a wide range of clients. As a Technical Support Engineer, you’ll be at the heart of our support team, helping to troubleshoot, resolve, and manage technical issues for our customers. This is an exciting opportunity for someone with a strong technical background and a passion for delivering excellent customer service.

Role Overview

As a Technical Support Engineer, you will provide frontline IT support to customers, dealing with everything from desktop and networking issues to cybersecurity concerns. You’ll work on 1st and 2nd line support, with a focus on resolving issues efficiently while maintaining excellent communication with clients. You’ll also contribute to the team by sharing knowledge and staying up to date with the latest trends and risks in IT, particularly around cybersecurity.

Key Responsibilities

• Provide 1st and 2nd level technical support to resolve IT issues related to desktops, servers, networking, and applications.
• Diagnose and troubleshoot issues on hardware and software systems, ensuring minimal disruption to users.
• Address cybersecurity concerns, stay informed about the latest developments, and apply relevant solutions to safeguard systems.
• Respond to customer queries in a timely and professional manner via phone, email, or remote access.
• Clearly explain technical solutions to customers, including non-technical audiences, to help them understand and follow necessary actions.
• Document issues and solutions in detail, ensuring that tickets are resolved according to SLAs (Service Level Agreements).
• Work closely with other technical teams to escalate and resolve more complex issues.
• Manage workload effectively to meet deadlines and ensure all assigned tickets are handled efficiently.
• Share knowledge and assist team members by providing guidance on various technical matters.
• Assist with the installation, configuration, and maintenance of IT systems for clients as needed.
  
  

Desirable Skills

• Desktop Support: Proficiency in troubleshooting Windows, macOS, and Linux desktop environments.
• Server Administration: Experience with server management, including Windows Server, Active Directory, and file systems.
• Networking Skills: Understanding of TCP/IP, DNS, DHCP, firewalls, VPNs, and network troubleshooting.
• Remote Support Tools: Experience with tools like TeamViewer, AnyDesk, or RDP to provide remote assistance.
• Cybersecurity Awareness: Knowledge of common cybersecurity threats, risks, and best practices to protect IT systems.
• System Monitoring: Familiarity with monitoring tools to track system performance and identify issues.
• Hardware Troubleshooting: Ability to diagnose and resolve hardware issues (printers, desktops, laptops, and peripherals).
• Ticketing Systems: Experience using IT service management systems (e.g., ServiceNow, Zendesk) to manage and track support requests.
• Backup and Recovery: Knowledge of backup and data recovery procedures for different environments.
• Software Support: Experience supporting business-critical software applications (Microsoft Office Suite, etc.).