IT Technical Support Engineer

We are seeking a proactive and detail-oriented Junior Support Engineer to join our dynamic technical support team. This role is ideal for someone with 2-3 years of experience in providing technical assistance and troubleshooting support to customers. You will collaborate with cross functional teams to ensure efficient issue resolution and enhance customer satisfaction. Key Responsibilities: ● Respond to technical support queries from customers through email. ● Diagnose and troubleshoot hardware and software issues, guiding customers through step-by-step solutions. ● Implement and manage network configurations, troubleshoot connectivity issues, and ensure network security. ● Provide timely updates and resolutions for support tickets in the zendesk / helpdesk system. ● Escalate unresolved issues to senior support engineers or relevant teams as needed. ● Assist in maintaining system documentation, user guides, and troubleshooting manuals. ● Install and configure software, updates, and patches as required. ● Collaborate with the product and development teams to identify, replicate, and resolve bugs or issues reported by customers. ● Ensure customer queries are resolved in a professional and timely manner, maintainipng high levels of customer satisfaction. Skills & Qualifications: ● 2-3 years of experience in a technical support or IT support role. ● Knowledge on basic network concepts eg: DHCP, DNS and IP protocols ● Strong understanding of operating systems (Windows, Linux, or macOS). ● Remote hardware Support: Digital Signages, custom build hardware media players managing Audio Video content. ● Experience with troubleshooting network issues, software configurations, and hardware malfunctions. ● Experience with cloud services ● Familiarity with ticketing systems (e.g., JIRA, Zendesk) and remote desktop tools. ● Strong problem-solving skills with attention to detail. ● Excellent communication skills, both verbal and written. ● Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Personal Traits : ● Should have exposure working with US / UK teams, with good command over English, both written and spoken ● Ticket assignments, categorizing and prioritizing tickets and analyzing reports for process improvements. ● Good analytical ability Nice-to-Have Skills:- not mandatory ● Familiarity with productivity tools ● Fun-loving, adaptive to multicultural environments, approachable ● High ethical and social values and experience working with diverse-culture team ● Strong analytical, problem-solving skills, verbal and written communication skills ● Yes, "we-can-do" attitude, to motivate; and lead-by-example Educational Requirements: ● Bachelor’s degree in Computer Science, Information Technology, or a related field.

Job Type: Full-time

Benefits:

Cell phone reimbursement

Flexible schedule

Internet reimbursement

Paid sick time

Paid time off

Work from home

Shift:

Day shift

Evening shift

Morning shift

US shift

Work Days:

Monday to Friday

Application Question(s):

Have you worked with ticketing tools such as ServiceNow, Jira, Zendesk, or similar ITSM platforms?

Do you have experience supporting Audio Visual (AV) equipments?

Experience:

total work: 2 years (Required)

Language:

English (Required)

Work Location: Remote