Deliver high-quality assistance via phone, email, chat, and remote desktop to resolve hardware, software, and network-related inquiries.
Diagnose and resolve issues involving Windows and Linux operating systems, telecommunications, and IP-based networks (SIP, VoIP, routing, and switching).
Create, update, and maintain accurate records in the ticketing system, ensuring all customer interactions and resolutions are thoroughly documented.
Identify complex issues requiring specialized intervention and escalate them to internal teams or external vendors while maintaining ownership of customer communication.
Assist in developing technical resources, including FAQs, knowledge base articles, and 'Methods of Procedures' to improve team efficiency.
Perform system site audits to identify potential improvements and provide findings to ensure optimal configuration and performance.
Work alongside Product Development, QA, and Sales teams to identify product trends, address bugs, and enhance the overall user experience.
Manage multiple priorities effectively and participate in an on-call rotation to provide after-hours support and meet customer commitments.

Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
A minimum of 6-7 years of experience in a technical role to include support, preferably in a software or technology company.
Legal authorization to work in the U.S. indefinitely is required.

System Support Engineer

Key skills