We seek a skilled Technical Support Specialist to join our team and provide exceptional technical assistance to our customers and internal users. This role combines technical expertise with strong customer service skills to resolve issues efficiently and maintain high user satisfaction.

Key Responsibilities

• Serve as the primary point of contact for technical support inquiries via phone, email, and ticketing system
• Diagnose and resolve software, hardware, and network-related issues through remote troubleshooting
• Document all support interactions and maintain detailed records of solutions in our knowledge base
• Escalate complex technical issues to appropriate teams while ensuring proper follow-up
• Monitor system performance and proactively identify potential technical problems
• Assist in creating and updating technical documentation and user guides
• Participate in on-call rotation to provide after-hours support as needed
• Conduct basic training sessions for users on common technical procedures and best practices

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 2+ years of technical support experience in a professional environment
• Strong knowledge of Windows, Linux, and Mac operating systems
• Proficiency in remote troubleshooting techniques and tools
• Experience with ticketing systems and IT service management platforms
• Excellent problem-solving and analytical skills
• Strong written and verbal communication abilities
• Customer-focused mindset with patience and empathy

Preferred Qualifications

• Relevant technical certifications (CompTIA A+, Network+, etc.)
• Experience with cloud services (AWS, Azure, or GCP)
• Knowledge of networking concepts and protocols
• Familiarity with scripting languages (Python, PowerShell, or Bash)
• Experience in a SaaS environment
• Multilingual capabilities

Technical Skills

• Desktop/laptop hardware and software troubleshooting
• Network connectivity and configuration
• Remote support tools and technologies
• Microsoft Office 365 administration
• Basic database management
• Security best practices and compliance

Soft Skills

• Excellent customer service orientation
• Strong time management and prioritization abilities
• Team collaboration and communication
• Ability to explain technical concepts to non-technical users
• Adaptability and quick learning capacity
• Stress management and working under pressure

Working Conditions

• Full-time position with flexible scheduling options
• It may require occasional evening and weekend work
• A hybrid work environment with both remote and on-site options
• Fast-paced environment with multiple concurrent tasks
• Hiring across all shifts

Benefits

• Competitive salary package
• Health insurance
• Professional development opportunities and certification reimbursement
• Paid time off and holidays
• Wellness programs

Career Growth

• Opportunities for advancement to Senior Technical Support Specialist
• Potential paths to System Administration or Technical Team Lead roles
• Regular performance reviews and skill development planning
• Mentorship programs and internal training opportunities

Company Culture

We foster an inclusive, collaborative environment where continuous learning is encouraged and innovation is valued. Our technical support team is crucial in maintaining customer satisfaction and driving company success. We are an Equal Opportunity Employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.