IT Support Engineer

Requirements

• We need proven experience in a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar position.
• We expect hands-on experience with Windows, Linux, and/or Mac OS environments.
• We look for a strong understanding of computer systems, mobile devices, and other technology products.
• We require the ability to diagnose and resolve basic technical issues effectively.
• We value familiarity with remote desktop tools and help desk software.
• We seek excellent problem-solving and analytical capabilities.
• We need strong verbal and written communication skills, with the ability to explain technical topics clearly to both technical and non-technical audiences.
• We expect the ability to provide step-by-step technical guidance across different communication channels.
• Additional certifications in Microsoft, Linux, Cisco, or similar technologies are a strong advantage.

• We own customer-reported issues from the first contact through final resolution.
• We research, diagnose, and troubleshoot software and hardware problems to identify root causes and practical fixes.
• We escape complex or unresolved cases to the appropriate internal teams following established procedures.
• We provide support for software and hardware issues, including account setup and network configuration.
• We ask focused questions to quickly understand the customers technical challenge.
• We track, document, and manage computer system issues through resolution within agreed service level agreements.
• We guide customers through step-by-step troubleshooting by phone, email, or chat.
• We communicate timely updates and accurate feedback throughout the support process.
• We use internal knowledge bases and external resources to deliver effective technical solutions.
• We log all support interactions and resolutions thoroughly.
• We prioritize and handle multiple open cases at the same time while maintaining clear customer communication.
• We follow up with clients to confirm their IT systems are fully operational after the issue is resolved.
• We contribute to technical documentation, including notes and manuals.
• We build and maintain positive, professional relationships with our clients.

We are hiring an on-site Technical Support Engineer to join our support team and serve enterprise-level customers with their software and hardware needs. This is an in-person role offering the opportunity to make a meaningful impact in a fast-paced, growing organization. The salary range for this position is $40,000 to $70,000 per year.