Technical Support Agent

About the role

We are seeking a proactive and customer‑focused Technical Support Agent to join our IT support team. In this role you will be the first point of contact for clients needing technical assistance, diagnosing, troubleshooting, and resolving hardware, software, and network issues while delivering exceptional customer service.

Key responsibilities

• Provide technical support via phone, email, or chat, responding promptly to customer inquiries.
• Diagnose and troubleshoot hardware, software, application, and network problems.
• Document solutions and maintain detailed records in the ticketing system.
• Escalate unresolved or complex issues to higher‑level support teams.
• Guide customers with step‑by‑step instructions for issue resolution and product usage.
• Update and contribute to internal and external knowledge‑base articles, FAQs, and training materials.
• Monitor system health using monitoring tools and respond proactively to potential disruptions.

Required profile

• Education: High school diploma required; associate or bachelor’s degree in IT, Computer Science, or related field preferred.
• Experience: Minimum 1 + year in technical support, help‑desk, or a similar role.
• Certifications (preferred): CompTIA A+, Network+ or equivalent.

Required skills

• Windows and macOS operating systems.
• Networking principles and troubleshooting.
• Hardware and software troubleshooting.
• Ticketing systems such as Zendesk, Freshdesk, ServiceNow.
• Microsoft 365, CRM systems, and related platforms.