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 seeking assistance, diagnosing, troubleshooting and resolving hardware, software and network issues while delivering exceptional service.

Key responsibilities

• Respond to customer inquiries via phone, email or chat and resolve technical issues promptly.
• Identify, research and resolve problems related to hardware, software, applications and networks.
• Document interactions, problem descriptions and resolution steps in the ticketing system.
• Escalate unresolved or complex 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 troubleshooting guides.
• Monitor IT systems using monitoring tools to detect and address potential 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.
• At least 1 year of experience in technical support, helpdesk or a similar role.
• Strong communication skills, problem‑solving ability and a customer‑centric mindset.
• Relevant certifications such as CompTIA A+ or Network+ are a plus.

Required skills

• Windows and macOS operating systems
• Networking principles and troubleshooting
• Hardware, software and peripheral device troubleshooting
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow)
• Experience with Microsoft 365 and CRM platforms