Technical Support Engineer

Job Summary

We are looking for a skilled Technical Support Engineer to join our IT support team. The candidate will be responsible for diagnosing, troubleshooting, and resolving customer issues, ensuring smooth product usage, and providing high-quality technical assistance. This role requires strong problem-solving skills, technical expertise, and the ability to communicate effectively with both technical and non-technical users.

• Act as the first point of contact for customers seeking technical assistance via phone, email, or chat.
• Troubleshoot and resolve hardware, software, network, and application-related issues.
• Provide product support, including installation, configuration, and maintenance.
• Escalate complex problems to senior engineers or development teams when required.
• Document technical issues, solutions, and knowledge base articles for future reference.
• Collaborate with cross-functional teams (engineering, QA, product) to resolve recurring issues.
• Guide customers through step-by-step solutions and ensure high levels of customer satisfaction.
• Monitor system performance and proactively identify potential issues.
• Stay updated on product releases, updates, and new technologies.
• Proven experience in technical support, IT helpdesk, or similar role.
• Strong knowledge of operating systems (Windows, Linux, macOS).
• Familiarity with networking protocols (TCP/IP, DNS, VPN, etc.).
• Experience with troubleshooting hardware, software, and cloud-based applications.
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills.
• Ability to work independently and in a team environment.