Technical Support Consultant

Job Summary

The Technical Support Specialist provides timely and effective technical assistance to customers and internal users by diagnosing, troubleshooting, and resolving software, hardware, and network-related issues. This role ensures a high-quality support experience and plays a key part in maintaining system reliability and user satisfaction.

Key Responsibilities

• Respond to technical support requests via phone, email, chat, or ticketing system
• Diagnose and resolve hardware, software, network, and system issues
• Document issues, troubleshooting steps, and resolutions accurately
• Escalate unresolved or complex issues to appropriate internal teams
• Install, configure, and maintain computer systems, applications, and peripherals
• Educate users on system functionality and best practices
• Monitor system performance and report recurring issues or trends
• Maintain knowledge of company products, services, and updates
• Adhere to service-level agreements (SLAs) and support procedures

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• 1-3 years of experience in technical support, help desk, or a related role
• Strong knowledge of operating systems (Windows, macOS, Linux)
• Familiarity with hardware, networking fundamentals, and troubleshooting techniques
• Experience using ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Excellent problem-solving and analytical skills
• Strong communication and customer service skills

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or Microsoft certifications
• Experience supporting SaaS applications or cloud-based systems
• Knowledge of remote support tools