Job SummaryThe Technical Support role is responsible for providing first-line and/or advanced technical assistance to customers, internal users, or partners. This position involves diagnosing and resolving technical issues, guiding users through solutions, and ensuring a high level of customer satisfaction.Key ResponsibilitiesProvide technical support via phone, email, chat, or ticketing systemsTroubleshoot hardware, software, network, and system-related issuesDiagnose problems and implement effective solutions in a timely mannerEscalate complex or unresolved issues to higher-level support teamsDocument incidents, solutions, and troubleshooting steps in support systemsInstall, configure, and maintain systems, applications, and devicesAssist with system upgrades, patches, and routine maintenanceMonitor system performance and proactively identify potential issuesEducate users on best practices and proper system usageCollaborate with cross-functional teams (IT, engineering, product teams)RequirementsRequired Skills & QualificationsBachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)Proven experience in technical support, help desk, or IT servicesStrong troubleshooting and problem-solving skillsKnowledge of operating systems (Windows, macOS, Linux)Familiarity with networking concepts (TCP/IP, DNS, VPN)Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira)Good understanding of hardware components and peripheralsStrong communication and customer service skillsAbility to work independently and under pressureBenefitsPreferred QualificationsCertifications such as CompTIA A+, Network+, or ITILExperience supporting enterprise applications or cloud platforms (e.g., Microsoft 365, Azure, AWS)Knowledge of cybersecurity basicsKey CompetenciesCustomer-focused mindsetAttention to detailAnalytical thinkingTime managementTeam collaborationAdaptabilityWork EnvironmentMay require shift work (including nights/weekends depending on “N” designation)Office-based, remote, or hybrid setupFast-paced support environment
Job Summary
The Technical Support role is responsible for providing first-line and/or advanced technical assistance to customers, internal users, or partners. This position involves diagnosing and resolving technical issues, guiding users through solutions, and ensuring a high level of customer satisfaction.
Key Responsibilities
- Provide technical support via phone, email, chat, or ticketing systems
- Troubleshoot hardware, software, network, and system-related issues
- Diagnose problems and implement effective solutions in a timely manner
- Escalate complex or unresolved issues to higher-level support teams
- Document incidents, solutions, and troubleshooting steps in support systems
- Install, configure, and maintain systems, applications, and devices
- Assist with system upgrades, patches, and routine maintenance
- Monitor system performance and proactively identify potential issues
- Educate users on best practices and proper system usage
- Collaborate with cross-functional teams (IT, engineering, product teams)
Requirements
Required Skills & Qualifications
- Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)
- Proven experience in technical support, help desk, or IT services
- Strong troubleshooting and problem-solving skills
- Knowledge of operating systems (Windows, macOS, Linux)
- Familiarity with networking concepts (TCP/IP, DNS, VPN)
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira)
- Good understanding of hardware components and peripherals
- Strong communication and customer service skills
- Ability to work independently and under pressure
Benefits
Preferred Qualifications
- Certifications such as CompTIA A+, Network+, or ITIL
- Experience supporting enterprise applications or cloud platforms (e.g., Microsoft 365, Azure, AWS)
- Knowledge of cybersecurity basics
Key Competencies
- Customer-focused mindset
- Attention to detail
- Analytical thinking
- Time management
- Team collaboration
- Adaptability
Work Environment
- May require shift work (including nights/weekends depending on “N” designation)
- Office-based, remote, or hybrid setup
- Fast-paced support environment
Keller Executive Search International is a global executive search that recruits senior leaders for prominent brands and organizations. We offer full-spectrum services, such as Executive Search, Board Services, CEO Succession Planning, Executive Assessment, Business Culture Review, and Corporate Handover.
Keller Executive Search International is a global executive search that recruits senior leaders for prominent brands and organizations. We offer full-spectrum services, such as Executive Search, Board Services, CEO Succession Planning, Executive Assessment, Business Culture Review, and Corporate Handover.
