Technical Support Engineer

Job Summary

We are seeking a skilled and customer-focused Technical Support Engineer to provide technical assistance and troubleshooting support for customers and internal users in a fully remote environment. The ideal candidate will diagnose and resolve hardware, software, networking, and application issues while ensuring a high standard of customer service and timely issue resolution.

Key Responsibilities

• Provide first and second-line technical support via email, phone, chat, and ticketing systems
• Diagnose and troubleshoot hardware, software, operating system, network, and application issues
• Log, prioritise, and manage support tickets while meeting SLA targets
• Install, configure, and maintain software applications and user accounts
• Perform remote troubleshooting using remote desktop and support tools
• Escalate complex technical issues to engineering or specialist teams when necessary
• Document troubleshooting steps, resolutions, and knowledge base articles
• Monitor recurring issues and recommend process or system improvements
• Collaborate with engineering, product, and customer success teams to resolve customer issues
• Ensure compliance with company IT policies, security standards, and best practices

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• 2–5 years of experience in technical support, IT support, or service desk roles
• Strong knowledge of Windows, macOS, Linux, networking, VPNs, DNS, TCP/IP, and cloud-based applications
• Experience with ticketing platforms such as Zendesk, ServiceNow, Jira Service Management, Freshdesk, or similar tools
• Familiarity with Microsoft 365, Google Workspace, Active Directory, and remote support software
• Excellent troubleshooting, analytical, and problem-solving skills
• Strong verbal and written communication abilities
• Ability to work independently in a remote environment

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft Certified, or equivalent
• Experience supporting SaaS products, enterprise software, or cloud platforms
• Familiarity with AWS, Microsoft Azure, or Google Cloud Platform (GCP)
• Knowledge of scripting languages such as PowerShell, Bash, or Python
• Experience working in a 24/7 support or global customer environment