Technical Support Engineer

About The Role

We are looking for a customer-focused Technical Support Engineer to join our IT Service Center team. The ideal candidate should have strong troubleshooting skills, excellent communication abilities, and experience providing technical support through both voice and non-voice channels.

This role involves managing incidents and service requests, resolving technical issues efficiently, maintaining accurate documentation, and collaborating with cross-functional teams to deliver an exceptional customer support experience.

Key Responsibilities

• Provide technical support through phone, email, chat, and ticketing systems.
• Handle incoming incidents and service requests following IT Service Center processes and SLAs.
• Troubleshoot software, application, and basic system-related issues.
• Manage incidents using ServiceNow or similar ticket management tools.
• Resolve issues using Knowledge Base articles and documented procedures.
• Escalate unresolved incidents within defined timelines.
• Maintain complete and accurate documentation for all support tickets.
• Follow up on pending customer responses and ensure timely ticket closure.
• Collaborate with Engineering, Product, and Infrastructure teams to resolve complex issues.
• Participate in knowledge sharing and contribute to process improvements.
• Maintain high customer satisfaction through professional communication and timely resolution.

Technical Skills

Must Have

• 3+ years of Technical Support or IT Service Desk experience.
• Experience with ServiceNow or similar ITSM tools.
• Strong voice and non-voice customer support experience.
• Excellent troubleshooting and problem-solving skills.
• Experience with Windows OS, software troubleshooting, and basic networking concepts.
• Strong incident and ticket management experience.
• Excellent written and spoken English communication skills.
• Strong documentation and customer service skills.

Nice to Have

• ITIL Foundation Certification.
• Experience supporting global customers (US, Europe, Australia).
• Basic SQL or database querying knowledge.
• Experience with Active Directory, Office 365, VPN, or remote desktop tools.
• Experience creating Knowledge Base articles.
• Exposure to cloud applications and SaaS platforms.

What You Bring

• Strong ownership and accountability.
• Customer-first approach.
• Excellent communication skills.
• Strong analytical and troubleshooting abilities.
• Ability to prioritize multiple incidents effectively.
• Team collaboration and stakeholder management skills.
• Ability to work independently in a remote environment.

Values & Culture

Customer First
Deliver exceptional support experiences through empathy, responsiveness, and professionalism.

Ownership
Take end-to-end responsibility for incidents until successful resolution.
and accountability.

Collaboration
Work closely with internal teams and contribute to knowledge sharing.