Technical Support - N

Job Summary The Technical Support role is responsible for providing first-line and/or advanced technical assistance to customers, internal users, or partners. This position involves diagnosing and resolving technical issues, guiding users through solutions, and ensuring a high level of customer satisfaction. Key Responsibilities - Provide technical support via phone, email, chat, or ticketing systems - Troubleshoot hardware, software, network, and system-related issues - Diagnose problems and implement effective solutions in a timely manner - Escalate complex or unresolved issues to higher-level support teams - Document incidents, solutions, and troubleshooting steps in support systems - Install, configure, and maintain systems, applications, and devices - Assist with system upgrades, patches, and routine maintenance - Monitor system performance and proactively identify potential issues - Educate users on best practices and proper system usage - Collaborate with cross-functional teams (IT, engineering, product teams) Requirements Required Skills & Qualifications - Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience) - Proven experience in technical support, help desk, or IT services - Strong troubleshooting and problem-solving skills - Knowledge of operating systems (Windows, macOS, Linux) - Familiarity with networking concepts (TCP/IP, DNS, VPN) - Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira) - Good understanding of hardware components and peripherals - Strong communication and customer service skills - Ability to work independently and under pressure Benefits Preferred Qualifications - Certifications such as CompTIA A+, Network+, or ITIL - Experience supporting enterprise applications or cloud platforms (e.g., Microsoft 365, Azure, AWS) - Knowledge of cybersecurity basics Key Competencies - Customer-focused mindset - Attention to detail - Analytical thinking - Time management - Team collaboration - Adaptability Work Environment - May require shift work (including nights/weekends depending on “N” designation) - Office-based, remote, or hybrid setup - Fast-paced support environment