The Role
The Technical Support role provides technical assistance to users by troubleshooting and resolving hardware, software, and network issues, ensuring high customer satisfaction.
Summary Generated by Built In
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.
- 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
- Customer-focused mindset
- Attention to detail
- Analytical thinking
- Time management
- Team collaboration
- Adaptability
- May require shift work (including nights/weekends depending on “N” designation)
- Office-based, remote, or hybrid setup
- Fast-paced support environment
Skills Required
- Bachelor's degree in IT, Computer Science, or a related field
- 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
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The Company
What We Do
Haldren is an executive search and recruiting firm founded to provide a deeper, more personal way of matching organizations with top leaders. They offer direct sourcing and hiring solutions to help organizations bridge gaps at all levels.
