Job Details

Job Summary:

We are seeking a knowledgeable and customer-focused Technical Support Specialist to provide technical assistance and support to users experiencing hardware, software, or system issues. In this role, you will troubleshoot problems, guide users through solutions, and ensure a seamless and positive user experience. You will serve as a key liaison between end-users and technical teams.

Key Responsibilities:

• Respond to user inquiries via phone, email, chat, or ticketing systems in a timely and professional manner
• Diagnose and troubleshoot software, hardware, and network issues
• Provide step-by-step technical guidance for users, both remotely and on-site (if applicable)
• Escalate complex issues to higher-level support or engineering teams when necessary
• Document issues, solutions, and updates in support logs or CRM systems
• Assist with system setups, configurations, installations, and updates
• Provide training or resources to help users better understand tools and systems
• Collaborate with IT, product, and engineering teams to improve support processes
• Maintain a high level of product knowledge to effectively support users

Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• 1–3 years of experience in technical support, IT help desk, or a similar role
• Solid understanding of operating systems (Windows, macOS, Linux)
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPNs)
• Experience with support and ticketing systems (e.g., Zendesk, Jira, Freshdesk, ServiceNow)

Preferred Skills:

• Strong problem-solving and analytical skills
• Excellent communication and customer service abilities
• Ability to translate technical information into easy-to-understand terms for users
• Knowledge of remote desktop tools and system diagnostic utilities
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (a plus)
• Experience in supporting SaaS platforms, cloud services, or enterprise software (if applicable)

What We Offer:

• Competitive salary and benefits
• Opportunities for career advancement in IT or technical fields
• Ongoing training and professional development
• Supportive and collaborative work environment
• Remote work flexibility (if applicable)

Educational Requirements:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified, or ITIL (a plus)

Experience:

• 1–3 years of experience in a technical support, help desk, or IT support role
• Hands-on experience troubleshooting hardware, software, and network issues
• Familiarity with support ticketing systems (e.g., Zendesk, Jira, ServiceNow)

Technical Skills:

• Strong knowledge of operating systems (Windows, macOS, Linux)
• Understanding of networking protocols and systems (TCP/IP, DNS, DHCP, VPN)
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop)
• Ability to install, configure, and troubleshoot software and hardware components
• Familiarity with productivity tools such as Microsoft Office 365, Google Workspace, and email clients
• Basic knowledge of cloud-based services and SaaS platforms (preferred)

Soft Skills:

• Excellent verbal and written communication skills
• Strong customer service and interpersonal skills
• Analytical thinking and effective problem-solving ability
• Patience and empathy when dealing with non-technical users
• Ability to manage time, prioritize tasks, and work under pressure

Other Requirements:

• Ability to work independently or as part of a team
• Willingness to work flexible hours, including evenings or weekends, if needed
• Strong attention to detail and documentation habits
• Reliable internet connection and home setup (for remote roles)