Technical Support Engineer (On-site)

About the Role

This Technical Support Engineer role involves providing expert support for international clients, serving as the first point of contact for resolving IT issues via various communication channels. You'll troubleshoot and resolve technical issues, including account setup, network configuration, and software problems, while maintaining a customer-first mindset.

As a Technical Support Engineer, you'll work closely with internal teams to escalate unresolved issues and document resolutions in the help desk knowledge base. You'll also follow up with users to confirm issue resolution and system stability.

Key Responsibilities

• Deliver support via voice, email, chat, and remote desktop tools
• Serve as the first point of contact for incoming service request calls
• Communicate fluently with native English speakers and global users
• Provide telephonic and ticket-based support to local and off-site users
• Troubleshoot and support end-user software, hardware, and network issues
• Record and manage tickets, following through to resolution and customer satisfaction

Skills & Qualifications

• Proven experience supporting Active Directory, Office 365 (Outlook), and Microsoft O365 administration
• Basic to advanced Windows and application troubleshooting
• Familiarity with technical terms and protocols (e.g., DNS, DHCP, VPN)
• Knowledge of ticketing systems, SLA tracking, and escalation procedures
• Experience with server/network monitoring tools and backup utilities
• Must have on-call support experience and ability to multitask under pressure
• Strong verbal and written communication skills, especially in English
• Prior experience supporting international clients (preferred)
• Basic knowledge of AWS and Linux is a plus

What You'll Learn

In this role, you'll gain hands-on experience with various technical tools and systems, including remote desktop tools, ticketing systems, and server/network monitoring tools. You'll also develop strong communication and problem-solving skills, working closely with internal teams and international clients.

You'll have the opportunity to work on a wide range of technical issues, from basic troubleshooting to complex configurations, and learn from experienced professionals in the field.

Resume Tip

When applying for this role, be sure to highlight your technical skills and experience, including any relevant certifications or training. Use specific examples to demonstrate your problem-solving skills and ability to work under pressure.

Also, be sure to tailor your resume to the specific requirements of the job, using keywords from the job description to help your application pass through applicant tracking systems (ATS).