Technical Support Engineer

4 weeks ago

India CareerUS Solutions Full time

Job Summary:

We are seeking a customer-focused and detail-oriented Technical Support Engineer to provide advanced technical assistance and support to end-users, clients, or internal teams. The ideal candidate will have strong troubleshooting skills, in-depth technical knowledge, and the ability to resolve issues efficiently while maintaining high customer satisfaction.

Key Responsibilities:

  • Respond to customer or internal technical issues via phone, email, or support ticketing system.
  • Diagnose and troubleshoot hardware, software, network, and application issues.
  • Provide step-by-step solutions and document issues, resolutions, and processes.
  • Collaborate with engineering and product teams to escalate and resolve complex problems.
  • Install, configure, and maintain systems, software, and tools as required.
  • Track issues through to resolution, ensuring proper follow-up and communication.
  • Create and maintain knowledge base articles, FAQs, and technical documentation.
  • Identify recurring issues and recommend improvements to reduce future incidents.
  • Ensure SLA and performance metrics are met or exceeded.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Strong knowledge of operating systems (Windows, macOS, Linux), hardware, and networks.
  • Familiarity with troubleshooting tools, remote desktop applications, and ticketing systems.
  • Excellent communication and customer service skills.
  • Ability to explain technical issues in simple terms to non-technical users.
  • Strong problem-solving skills and attention to detail.

Preferred Qualifications:

  • Certifications such as CompTIA A+, Network+, Microsoft (MCSA), or similar.
  • Experience with cloud platforms (AWS, Azure, GCP) or SaaS-based applications.
  • Familiarity with scripting or automation (e.g., PowerShell, Bash, Python) is a plus.

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