Technical Support Specialist

Job Description

We’re hiring a Technical Support Specialist to ensure exceptional client service. Ideal candidates have strong IT support experience and expertise in cybersecurity, cloud solutions, backup, networking, and security. Responsibilities Assist in resolving technical issues under the guidance of senior team members, ensuring efficient and timely resolution of support tickets. Address routine customer inquiries and escalate complex issues to the appropriate support level. Maintain accurate records of support requests and solutions to contribute to the knowledge base. Work closely with team members and other departments to support new product updates and releases. Participate in training programs to develop technical skills and knowledge of company solutions. Support the team in meeting service level agreements (SLAs) and ensuring customer satisfaction. Assist in gathering and analyzing support metrics to identify trends and improve efficiency. Continuously build knowledge of cybersecurity, cloud solutions, and networking technologies. Qualifications: 3-5 years of experience in IT Support / Product Support or a related field. Bachelor’s degree in Computer Science, Information Technology, or a related discipline. Foundational troubleshooting skills with basic knowledge of operating systems, databases, and networking. Exposure to Datacenter operations, Backup/Disaster Recovery, Security, Cloud solutions, Hardware & Networking, and Virtualization Technologies is an advantage. Relevant certifications such as CompTIA A+, ITIL Foundation, or similar are a plus. Strong communication, problem-solving, and interpersonal skills. Ability to adapt and manage tasks under guidance in a fast-paced environment. Willingness to learn and develop skills in delivering quality support services. Understanding of customer service principles and a professional approach to handling support queries. Show more Show less