Experienced Technical Support Engineer

end usersJob Overview

We are looking for an experienced, customer-focused Technical Support Engineer to provide frontline technical support, to clients. The ideal candidate will have strong troubleshooting skills, a solid understanding of networking fundamentals, and hands-on experience supporting Windows and macOS environments. This role requires timely issue resolution, clear communication, and collaboration with internal IT teams to ensure high customer satisfaction.

Key Responsibilities

• Provide first-level technical support to customers via email, phone, and chat in a timely and professional manner.
• Diagnose and resolve basic to intermediate hardware, software, and network-related issues.
• Assist users with software installation, configuration, account setup, and system usage.
• Install, configure, and maintain computer systems, networks, and peripheral devices.
• Manage user access and permissions using Active Directory.
• Perform routine system maintenance, updates, backups, and antivirus checks to ensure security and data integrity.
• Escalate complex or unresolved issues to higher-level support teams with proper documentation and troubleshooting details.
• Maintain accurate records of customer interactions, resolutions, and technical knowledge in the ticketing system or knowledge base.
• Follow up with customers to confirm issue resolution and ensure satisfaction.
• Adhere to defined SLAs, response times, resolution targets, and quality standards.
• Collaborate with team members to improve IT processes, documentation, and overall support efficiency.
• Provide basic andidance or training to end users to enhance their technical understanding.
• Stay up to date with relevant technologies, products, and troubleshooting techniques.
• Share feedback with management regarding recurring issues, trends, and improvement opportunities.

Required Qualifications

• Bachelor’s degree in Computer Science, Telecommunications, Electronics, or a related field.
• Minimum 2 years of experience in a technical support or helpdesk role.
• Strong understanding of networking concepts and troubleshooting.
• Hands-on experience with Windows and macOS operating systems.
• Experience supporting Microsoft 365 and Google Workspace.
• Excellent problem-solving and analytical skills.
• Strong customer-service mindset with attention to detail.
• Effective English communication skills, both written and verbal.
• Ability to explain technical concepts clearly to non-technical users.

Preferred Qualifications

• Relevant certifications such as CompTIA, Microsoft, or Cisco.
• Prior experience working in a support environment with defined SLAs.

Why Join Us?

• Opportunity to work in a professional, growth-oriented IT environment.
• Hands-on exposure to diverse technologies and real-world technical challenges.
• Collaborative team culture with learning and development opportunities.

To apply, please drop your resume here: hr@appfiniti.us

Job Type: Full-time

Work Location: In person