Tech Support Engineer

About the role

The Tech Support Engineer independently addresses customer concerns, resolves moderately complex hardware and software issues, and provides detailed product and service information. The role collaborates with cross‑functional teams, contributes to solution offerings, and aligns daily work with global strategies while maintaining data confidentiality.

Key responsibilities

• Operate with minimal supervision, following established protocols to handle customer inquiries.
• Diagnose and resolve moderately complex technical problems on hardware, software, and peripheral devices.
• Provide comprehensive answers about products, services, specifications, and warranty entitlements.
• Proactively assist customers to prevent issues and participate in process‑improvement initiatives.
• Collaborate with developers, QA testers, managers, and other stakeholders to ensure seamless project outcomes.
• Contribute input to customer solution offerings, aligning recommendations with requester needs.
• Support execution of business processes, share technical information, and aid department‑level operational plans.

Required profile

• High School Diploma, GED, or equivalent experience.
• 4‑6 years of relevant experience, preferably in remote or telephone support environments.
• Demonstrated competence in technical support and customer service.
• Preferred certifications or knowledge in relevant technologies (not specified).

Required skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• ITIL (Information Technology Infrastructure Library)
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers