Technical Support - N

Job Summary

The Technical Support role is responsible for providing first-line and/or advanced technical assistance to customers, internal users, or partners. This position involves diagnosing and resolving technical issues, guiding users through solutions, and ensuring a high level of customer satisfaction.

Key Responsibilities

- Provide technical support via phone, email, chat, or ticketing systems

- Troubleshoot hardware, software, network, and system-related issues

- Diagnose problems and implement effective solutions in a timely manner

- Escalate complex or unresolved issues to higher-level support teams

- Document incidents, solutions, and troubleshooting steps in support systems

- Install, configure, and maintain systems, applications, and devices

- Assist with system upgrades, patches, and routine maintenance

- Monitor system performance and proactively identify potential issues

- Educate users on best practices and proper system usage

- Collaborate with cross-functional teams (IT, engineering, product teams)

Requirements
Required Skills & Qualifications

- Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)

- Proven experience in technical support, help desk, or IT services

- Strong troubleshooting and problem-solving skills

- Knowledge of operating systems (Windows, macOS, Linux)

- Familiarity with networking concepts (TCP/IP, DNS, VPN)

- Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira)

- Good understanding of hardware components and peripherals

- Strong communication and customer service skills

- Ability to work independently and under pressure

Benefits
Preferred Qualifications

- Certifications such as CompTIA A+, Network+, or ITIL

- Experience supporting enterprise applications or cloud platforms (e.g., Microsoft 365, Azure, AWS)

- Knowledge of cybersecurity basics

Key Competencies

- Customer-focused mindset

- Attention to detail

- Analytical thinking

- Time management

- Team collaboration

- Adaptability

Work Environment

- May require shift work (including nights/weekends depending on “N” designation)

- Office-based, remote, or hybrid setup

- Fast-paced support environment