Technical Support Agent

About the role

We are looking for a proactive, customer‑focused Technical Support Agent to join our IT support team. You will be the first point of contact for clients needing assistance with hardware, software, and network issues, ensuring fast and effective resolutions while delivering excellent service.

Key responsibilities

• Respond to customer inquiries via phone, email, or chat and resolve technical issues promptly.
• Diagnose, research, and troubleshoot problems related to hardware, software, applications, and networks.
• Document interactions, problem descriptions, and resolution steps in the ticketing system.
• Escalate complex or unresolved issues to higher‑level support teams.
• Provide step‑by‑step guidance to customers for issue resolution and product usage.
• Contribute to internal and external knowledge bases, FAQs, and training materials.
• Monitor system health with monitoring tools and act proactively to prevent disruptions.
• Collaborate with engineering, sales, and customer success teams to improve products and services.

Required profile

• High school diploma required; associate or bachelor’s degree in IT, Computer Science, or related field preferred.
• 1+ years of experience in technical support, helpdesk, or a similar role.
• Strong communication skills, problem‑solving ability, and a calm, customer‑centric attitude.
• Preferred certifications: CompTIA A+, Network+ or equivalent.

Required skills

• Windows operating system
• MacOS operating system
• Networking principles
• Hardware and peripheral device troubleshooting
• Software application troubleshooting
• Ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow)
• Microsoft 365
• CRM systems (general familiarity)