Technical Support Engineer

Job Description

Key Responsibilities: Deliver onboarding training for new technical support agents (L1/L2) Design and update training modules on tools, processes, and customer service Conduct classroom, online, and one-on-one training sessions Train staff on ticketing systems, troubleshooting workflows, remote tools, and soft skills Identify skill gaps and conduct refresher training as needed Evaluate performance post-training and provide feedback for improvement Create user manuals, SOPs, process documentation, and e-learning content Stay updated on product changes, system updates, and customer pain points Collaborate with QA, Support Leads, and Product Teams to align training with business needs Required Skills and Qualifications: 3+ years of experience in Technical Support or Helpdesk roles 1+ year of experience in training or coaching (preferred) Excellent communication and presentation skills Strong knowledge of Windows, networking basics, troubleshooting steps, and CRM/ticketing tools Familiarity with tools such as Zendesk, Freshdesk, Jira, ServiceNow, or similar Ability to translate technical concepts into simple training content Good documentation and report-generation skills Preferred Qualifications : Experience in IT support environment Certifications such as CompTIA A+, ITIL, or Microsoft Certified Trainer (MCT) Familiarity with Learning Management Systems (LMS)