IT Technical Support Engineer

We are seeking a proactive and detail-oriented Junior Support Engineer to join our dynamic technical support team. This role is ideal for someone with 2-3 years of experience in providing technical assistance and troubleshooting support to customers. You will collaborate with cross functional teams to ensure efficient issue resolution and enhance customer satisfaction. Key Responsibilities: Respond to technical support queries from customers through email. Diagnose and troubleshoot hardware and software issues, guiding customers through step-by-step solutions. Implement and manage network configurations, troubleshoot connectivity issues, and ensure network security. Provide timely updates and resolutions for support tickets in the zendesk / helpdesk system. Escalate unresolved issues to senior support engineers or relevant teams as needed. Assist in maintaining system documentation, user guides, and troubleshooting manuals. Install and configure software, updates, and patches as required. Collaborate with the product and development teams to identify, replicate, and resolve bugs or issues reported by customers. Ensure customer queries are resolved in a professional and timely manner, maintainipng high levels of customer satisfaction. Skills & Qualifications: 2-3 years of experience in a technical support or IT support role. Knowledge on basic network concepts eg: DHCP, DNS and IP protocols Strong understanding of operating systems (Windows, Linux, or macOS). Remote hardware Support: Digital Signages, custom build hardware media players managing Audio Video content. Experience with troubleshooting network issues, software configurations, and hardware malfunctions. Experience with cloud services Familiarity with ticketing systems (e.g., JIRA, Zendesk) and remote desktop tools. Strong problem-solving skills with attention to detail. Excellent communication skills, both verbal and written. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Personal Traits : Should have exposure working with US / UK teams, with good command over English, both written and spoken Ticket assignments, categorizing and prioritizing tickets and analyzing reports for process improvements. Good analytical ability Nice-to-Have Skills:- not mandatory Familiarity with productivity tools Fun-loving, adaptive to multicultural environments, approachable High ethical and social values and experience working with diverse-culture team Strong analytical, problem-solving skills, verbal and written communication skills Yes, "we-can-do" attitude, to motivate; and lead-by-example Educational Requirements: Bachelors degree in Computer Science, Information Technology, or a related field. Job Type: Full-time Benefits: Cell phone reimbursementFlexible scheduleInternet reimbursementPaid sick timePaid time offWork from homeShift: Day shiftEvening shiftMorning shiftUS shiftWork Days: Monday to FridayApplication Question(s): Have you worked with ticketing tools such as ServiceNow, Jira, Zendesk, or similar ITSM platforms Do you have experience supporting Audio Visual (AV) equipments Experience: total work: 2 years (Required)Language: English (Required)Work Location: Remote .