Technical Support Engineer (On-site)

About the Role
We are seeking a proactive and customer-focused Technical Support Engineer to provide responsive, expert support for international clients. In this role, you'll be the first point of contact for resolving IT issues — from basic troubleshooting via email/chat to complex configurations via phone. You will use remote desktop tools, write clear technical instructions, and escalate problems appropriately, earning the trust of customers through timely and accurate resolutions.

Key Responsibilities:

• Deliver support via voice, email, chat, and remote desktop tools
  
• Serve as the first point of contact for incoming service request calls
• Communicate fluently with native English speakers and global users
• Provide telephonic and ticket-based support to local and off-site users
• Troubleshoot and support end-user software, hardware, and network issues
• Record and manage tickets, following through to resolution and customer satisfaction
• Diagnose and resolve technical issues including account setup, network configuration, VPN, DNS, DHCP, etc.
• Guide users step-by-step via phone, chat, or email to resolve issues
• Escalate unresolved issues to relevant internal teams (e.g., developers, admins)
• Document issues and resolutions clearly in the help desk knowledge base
• Follow up with users to confirm issue resolution and system stability

Required Skills & Qualifications:

• Proven experience supporting Active Directory, Office 365 (Outlook), and Microsoft O365 administration
  
• Experience with SharePoint administration
  
• Basic to advanced Windows and application troubleshooting
  
• Familiarity with technical terms and protocols (e.g., DNS, DHCP, VPN)
• Knowledge of ticketing systems, SLA tracking, and escalation procedures
  
• Experience with server/network monitoring tools and backup utilities
• Must have on-call support experience and ability to multitask under pressure
• Strong verbal and written communication skills, especially in English
• Prior experience supporting international clients (preferred)
• Basic knowledge of AWS and Linux is a plus
• Customer-first mindset with high emotional intelligence
• Strong time and task management skills

Nice to Have:

• Experience with Intune administration
  
• Familiarity with backup tools and monitoring platforms
• Understanding of compliance and ITIL processes

What we offer:

• Learning & Development Opportunities
• Two rotational week-offs
• Employee + Family Health Insurance
• Various leave types for work-life balance
• Collaborative team culture and exposure to global IT support environments