adminJob Title: Technical Support Engineer I
Job Family: IT / Technical Support
Job Function: Help Desk
Job Type: Hourly
Pay Range: $19 – $21/hour
Experience Level: Entry-Level to Early Career (0–3 years)
About the Role
We are looking for a Technical Support Engineer I to provide enterprise-level technical support to customers.
In this role, you will help users troubleshoot software, hardware, network, and system-related issues, while ensuring that all reported problems are followed through to resolution. You’ll be responsible for diagnosing issues, assisting with installations, supporting operating system configurations, and using remote desktop tools to provide fast and effective assistance.
This is a strong opportunity for someone early in their IT career who enjoys solving technical problems, communicating with users, and working in a customer-facing support environment.
Key Responsibilities
As a Technical Support Engineer I, you will:
- Provide support for simple IT issues through:
- Chat applications
- Assist customers with more complex issues through:
- Phone calls
- Written instructions
- Technical manuals
- Take ownership of customer-reported issues and ensure they are resolved fully
- Research, diagnose, troubleshoot, and identify solutions for system-related problems
- Follow standard escalation procedures for unresolved issues
- Escalate complex technical problems to the appropriate internal teams when necessary
- Research and identify solutions for both software and hardware issues
- Diagnose and troubleshoot technical issues, including:
- Account setup
- Network configuration
- Ask targeted questions to quickly determine the root cause of customer issues
- Track computer system issues through to resolution within agreed service timelines
- Walk customers through troubleshooting steps via:
- Phone
- Chat
- Provide prompt, accurate, and professional feedback to customers
- Use internal knowledge bases and external resources to deliver accurate solutions
- Ensure all support issues are properly logged and documented
- Manage and prioritize multiple open issues at the same time
- Follow up with customers to confirm systems are working properly after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of:
- Notes
- Troubleshooting guides
- Manuals
- Maintain positive and professional relationships with clients
- Operate in line with company values and high ethical standards
Minimum Qualifications
To be successful in this role, you should have:
- A high school diploma or equivalent
- A Bachelor’s degree in IT or a related field is preferred
- Up to 3 years of experience in a similar role, such as:
- Technical Support Engineer
- Desktop Support Engineer
- IT Help Desk Technician
- Or related IT support roles
- Hands-on experience with:
- Windows
- Linux
- MacOS
- Understanding of:
- Computer systems
- Mobile devices
- Other common technology products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with:
- Remote desktop tools
- Help desk software such as Zendesk
- Strong problem-solving skills
- Excellent written and verbal communication skills
- Ability to provide step-by-step technical support clearly and effectively
Preferred Qualifications
The following are a plus:
- Certifications in:
- Microsoft
- Linux
- Cisco
- Or similar technologies
Compensation
Hourly Pay: $19 – $21/hour
How to Apply?
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