iConsultera
Technical Support Engineer
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Job Summary
We are seeking a skilled and customer-focused Technical Support Engineer to provide technical assistance and troubleshooting support for customers and internal users in a fully remote environment. The ideal candidate will diagnose and resolve hardware, software, networking, and application issues while ensuring a high standard of customer service and timely issue resolution.
Key Responsibilities
- Provide first and second-line technical support via email, phone, chat, and ticketing systems
- Diagnose and troubleshoot hardware, software, operating system, network, and application issues
- Log, prioritise, and manage support tickets while meeting SLA targets
- Install, configure, and maintain software applications and user accounts
- Perform remote troubleshooting using remote desktop and support tools
- Escalate complex technical issues to engineering or specialist teams when necessary
- Document troubleshooting steps, resolutions, and knowledge base articles
- Monitor recurring issues and recommend process or system improvements
- Collaborate with engineering, product, and customer success teams to resolve customer issues
- Ensure compliance with company IT policies, security standards, and best practices
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Required Skills & Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- 2–5 years of experience in technical support, IT support, or service desk roles
- Strong knowledge of Windows, macOS, Linux, networking, VPNs, DNS, TCP/IP, and cloud-based applications
- Experience with ticketing platforms such as Zendesk, ServiceNow, Jira Service Management, Freshdesk, or similar tools
- Familiarity with Microsoft 365, Google Workspace, Active Directory, and remote support software
- Excellent troubleshooting, analytical, and problem-solving skills
- Strong verbal and written communication abilities
- Ability to work independently in a remote environment
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Preferred Qualifications
- Certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft Certified, or equivalent
- Experience supporting SaaS products, enterprise software, or cloud platforms
- Familiarity with AWS, Microsoft Azure, or Google Cloud Platform (GCP)
- Knowledge of scripting languages such as PowerShell, Bash, or Python
- Experience working in a 24/7 support or global customer environment
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