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Technical Support Engineer Job Description

Role Overview

A Technical Support Engineer is responsible for providing technical assistance to customers or internal teams, troubleshooting issues, and ensuring smooth operation of software, hardware, or IT systems.

Key Responsibilities

Diagnose and resolve technical issues related to software, hardware, and network systems
Respond to customer queries via email, chat, phone, or ticketing systems
Install, configure, and maintain systems and applications
Monitor system performance and troubleshoot outages or bugs
Document issues, solutions, and processes for future reference
Collaborate with development and product teams to escalate complex issues
Provide step-by-step technical guidance to users
Ensure timely resolution in line with SLAs (Service Level Agreements)

Required Skills

Strong knowledge of operating systems (Windows, Linux, macOS)
Understanding of networking concepts (TCP/IP, DNS, VPN)
Familiarity with databases (MySQL, PostgreSQL, etc.)
Experience with ticketing tools (like Jira, ServiceNow, Zendesk)
Basic scripting knowledge (Python, Bash, or PowerShell)
Excellent troubleshooting and problem-solving skills
Strong communication and customer-handling skills

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