- Research and identify solutions to network, software and hardware issues - Diagnose and troubleshoot technical issues, including operating system and network configuration - Ask customers targeted questions to quickly understand the root of the problem - Track issues through to resolution, within agreed time limits - Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue - Properly escalate unresolved issues to the NOC - Provide prompt and accurate feedback to customers - Refer to internal database or external resources to provide accurate tech solutions - Ensure all issues are properly logged in the trouble ticket system - Prioritize and manage several open issues at one time - Follow up with clients to ensure their IT systems are fully functional after troubleshooting - Document technical knowledge in the form of notes and manuals - Maintain friendly relationships with clients

- Proven work experience as a Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role - Hands-on experience with Windows/Linux/Mac OS environments - Good understanding of computer systems, mobile devices and other tech products - Ability to diagnose and troubleshoot basic technical issues - Familiarity with remote desktop applications and trouble ticket software - Excellent problem-solving and communication skills - Ability to provide step-by-step technical help, both written and verbal - BS degree in Information Technology, Computer Science or relevant experience - Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus