Job Description
Job Description
The Technical Support Engineer plays a critical role in delivering high-quality technical assistance and problem resolution. This role requires handling a diverse range of technical issues, managing customer interactions, and collaborating closely with a small team while also working independently. Utilizing common ticketing systems and remote access tools, the engineer ensures timely support, effective escalation, and comprehensive technical documentation.
Responsibilities
- Troubleshoot and resolve hardware and software issues
- Provide exceptional customer support via multiple channels
- Manage and prioritize support tickets using ConnectWise
- Monitor systems to proactively identify and address potential issues using N-Able
- Document technical procedures and solutions clearly
- Install and configure software and hardware components
- Collaborate within a small team and work independently for issue resolution
- Follow escalation processes by directing complex issues to senior engineers
Required Qualifications
- Minimum 3 years of experience in technical support
Preferred Qualifications
- Associate degree in Computer Science
- CompTIA A+ Certification
- CompTIA Network+ Certification
- Knowledge of networking protocols and operating systems (Windows/Linux)
- Experience with remote support tools and hardware diagnostics
- Strong problem-solving and communication skills
- Effective time management and team collaboration abilities
- Customer service orientation