Technical Support Engineer

We are hiring a proactive and customer-oriented Technical Support Engineer to join our team. This role is ideal for someone with solid troubleshooting expertise, strong networking knowledge, and hands-on experience supporting Windows and macOS environments.

The successful candidate will be responsible for delivering responsive frontline support, resolving technical issues efficiently, and working closely with internal IT teams to maintain high service standards.

Role Overview

As a Technical Support Engineer, you will serve as the first point of contact for clients experiencing technical issues. You will diagnose, resolve, and document support cases while ensuring a positive customer experience and adherence to service level commitments.

Key Responsibilities

• Deliver first-line technical assistance via phone, email, and chat.
• Troubleshoot and resolve hardware, software, and network-related issues.
• Support users with software setup, configuration, account provisioning, and general system usage.
• Install, configure, and maintain desktops, laptops, networks, and peripheral devices.
• Administer user accounts and permissions through Active Directory.
• Conduct routine maintenance tasks including updates, backups, and security checks.
• Escalate complex issues to senior support teams with detailed documentation.
• Maintain accurate records of incidents and solutions within the ticketing system.
• Follow up with clients to ensure complete issue resolution and satisfaction.
• Meet established SLAs, response times, and quality benchmarks.
• Contribute to internal documentation and continuous process improvement initiatives.
• Provide basic end-user guidance to improve technical awareness and system usage.
• Stay updated on current technologies and troubleshooting best practices.
• Report recurring issues or system trends to management for improvement planning.

Required Qualifications

• Bachelor’s degree in Computer Science, Telecommunications, Electronics, or a related discipline.
• Minimum 2 years of experience in a helpdesk or technical support role.
• Strong knowledge of networking fundamentals and troubleshooting methodologies.
• Practical experience supporting Windows and macOS operating systems.
• Experience working with Microsoft 365 and Google Workspace environments.
• Excellent analytical and problem-solving skills.
• Strong written and verbal English communication skills.
• Ability to explain technical issues clearly to non-technical users.
• Customer-focused attitude with attention to detail.

Preferred Qualifications

• Certifications such as CompTIA, Microsoft, or Cisco.
• Experience working within SLA-driven support environments.

What We Offer

• Exposure to diverse IT systems and real-world technical challenges.
• Supportive and collaborative work culture.
• Opportunities for professional growth and hands-on learning.

How to Apply
Please send your resume to: hr@appfiniti.us

Job Type: Full-time

Work Location: In person