Talent.com
Support Engineer
Support EngineerAugusta Hitech • Columbus, Ohio Metropolitan Area, United States
Support Engineer

Support Engineer

Augusta Hitech • Columbus, Ohio Metropolitan Area, United States
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Job Summary :

The Support Engineer is responsible for providing technical support to customers and internal teams, resolving incidents within agreed SLAs, and ensuring high customer satisfaction. The role involves troubleshooting hardware / software or application issues, documenting solutions, and collaborating with development / infra teams for complex problems.

Key Responsibilities :

  • Respond to customer / user queries via phone, email, chat, or ticketing system.
  • Troubleshoot and resolve technical issues related to software, hardware, network, or cloud services.
  • Perform root-cause analysis and provide workarounds or permanent fixes.
  • Install, configure, and support applications, systems, or devices as per company products.
  • Monitor incidents, update tickets regularly, and ensure closure within SLAs.
  • Escalate complex issues to L2 / L3 or development teams with clear technical details and logs.
  • Document known issues, solutions, and FAQs in knowledge base.
  • Assist in deployments, upgrades, and basic maintenance tasks (e.g., patches, configuration changes).
  • Communicate clearly with non-technical users and maintain a high standard of customer service.

Required Skills :

  • 4–5 years of experience in technical support / helpdesk / application support
  • Good understanding of :
  • Operating systems (Windows / Linux / macOS – customize as per need)
  • Networking basics (TCP / IP, DNS, VPN, firewalls, etc.)
  • Databases and basic SQL (for application / support engineer roles)
  • Experience with ticketing tools (e.g., JIRA, ServiceNow, Zendesk, Freshdesk).
  • Strong analytical and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Willingness to work in shifts / on-call rotation if required.

    • Good To Have :

  • Experience with scripting (Shell / Python / PowerShell) for automation.
  • Knowledge of cloud platforms (AWS / Azure / GCP) or DevOps tools (Docker, Kubernetes, CI / CD).
  • Relevant certifications (e.g., ITIL, CompTIA, Microsoft, Cisco) as per domain.
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