Technical Support Engineer at An IT Service Company

Responsibilities

• Handle complex hardware, software, and networking issues.
• Manage contact center dialer systems and ensure high uptime.
• Track KPIs such as FCR and AHT and drive team performance.
• Coordinate incident resolution and communicate with stakeholders.
• Support hiring, onboarding, and technical training.

Preferred candidate profile

• IT Helpdesk/Technical Support experience.
• Knowledge of Windows, TCP/IP, VPNs, and basic networking.
• Basic SQL knowledge for troubleshooting and reporting.
• Experience with dialers, VoIP, and CRM integrations.
• Strong leadership, communication, and conflict-resolution skills.
• Experience in high-volume support environments is preferred.