Technical Support Engineer

About the role

The Technical Support Engineer independently addresses customer inquiries, resolves moderately complex hardware and software issues, and provides detailed product and service information. The role works closely with cross‑functional teams to ensure seamless project outcomes and aligns its activities with global strategies.

Key responsibilities

• Operate under established protocols to diagnose and resolve technical problems via phone, email, or ticketing systems.
• Provide comprehensive answers about current and legacy products, including warranty and entitlement details.
• Proactively assist customers to prevent issues and contribute to process‑improvement initiatives.
• Collaborate with developers, QA testers, and managers to support project delivery.
• Share technical knowledge and support department‑level operational plans.

Required profile

• High school diploma or equivalent with 4‑6 years of remote or telephone technical support experience.
• Demonstrated ability to work with minimal supervision and apply moderate judgment.
• Strong commitment to data confidentiality and adherence to standards.

Required skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Desktop Support
• Help Desk Support
• ITIL (Information Technology Infrastructure Library)
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers