Technical Support Engineer

About the Job

About Aligned Automation

At Aligned Automation, we live by our Better Together philosophy to build a better world. As a strategic service provider to Fortune 500 companies, we help digitize enterprise operations and drive impactful business strategies. Our purpose goes beyond projects—we strive to deliver meaningful, sustainable change that shapes a more optimistic and equitable future.

Our culture is deeply rooted in our 4Cs—Care, Courage, Curiosity, and Collaboration—ensuring that each employee is empowered to grow, innovate, and thrive in an inclusive workplace.

Job Description
Technical Support Engineer is responsible for processing support tickets, creating dispatches, and responding to customer emails across enterprise-level servers, storage, client, and consumer systems. The role involves independently troubleshooting and diagnosing hardware issues, with support from senior team members available for complex cases. This position operates on a rotational shift basis covering morning, afternoon, and night shifts to provide seamless support across the Americas, EMEA, and Asia-Pacific regions. This is an entry-level position ideal for candidates eager to build a career in technical support and IT infrastructure.

Responsibilities
• Process and manage incoming support tickets, ensuring accurate categorization, prioritization, and timely resolution.
• Create and coordinate dispatches for field service engineers and replacement parts to customer sites.
• Respond to customer emails with clear, professional troubleshooting guidance and status updates.
• Accurately document all support cases, actions taken, and resolutions following standard operating procedures.
• Learn to troubleshoot and diagnose hardware issues on enterprise servers, storage, and client systems.
• Help identify replacement parts and coordinate logistics for dispatch to sites or field engineers.
• Collaborate with the team to ensure superior service delivery and adherence to SLAs across all regions.
• Participate in training sessions to build knowledge of new products, tools, and technologies.
• Escalate complex issues to senior engineers while tracking progress to closure.
• Manage multiple tasks, prioritize workload, and meet deadlines in a fast-paced, multi-region environment.

Requirements
• Bachelor's degree in Computer Science, Information Technology, Electronics, or a related field (or equivalent diploma/certification).
• Basic understanding of computer hardware components — motherboards, processors, RAM, storage drives, and peripherals.
• Familiarity with enterprise hardware (servers, storage arrays, tape libraries) is a plus.
• Good analytical, debugging, and problem-solving skills with a willingness to learn.
• Strong written communication skills with the ability to draft clear and professional customer emails.
• Basic knowledge of operating systems (Windows, Linux) and networking fundamentals.
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook).
• Ability to work independently as well as collaboratively, seeking guidance from senior engineers for complex issues.
• Willingness to work in rotational shifts to support 24×7 operations across the Americas, EMEA, and Asia-Pacific regions. Female employees will be assigned morning and afternoon shifts only; night shifts are applicable to male employees.

Good to Have
• Any hardware or IT certifications (e.g., CompTIA A+, Dell Certified Technician, ITIL Foundation).
• Internship or project experience in hardware troubleshooting or IT support.
• Exposure to ticketing/ITSM tools (e.g., ServiceNow, Remedy)