Junior Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Assess and address incident and outage tickets generated from automated monitoring and customer feedback.

• Manage and track tickets until resolution.

• Collaborate with and escalate issues to internal teams when necessary.

• Work alongside global HeadSpin locations and data-center technicians to troubleshoot and restore systems and hardware.

• Coordinate with cloud and on-premise infrastructure teams.

• Address tickets within established SLA response times.

• Engage in a proactive issue-management process.

• Participate in an on-call rotation for incident response duties.

• Create and maintain documentation for workflows and playbooks addressing common issues.

• Oversee and update essential software and network infrastructure.

• Support or suggest device deployments, upgrades, and maintenance tasks.

• Diagnose hardware, software, and network problems with mobile devices.

• Communicate effectively with stakeholders.

• Collaborate with remote team members to foster productive working relationships.

⛳️ Requirements

• 0 to 2 years (or equivalent) experience in a technical support role.

• Bachelor’s degree in computer science or a related field.

• Familiarity or experience with incident response related to network and software infrastructure.

• Knowledge of network fundamentals, such as LAN, WAN, VLAN, Firewalls, Switches, and Access Points.

• Proficiency or experience with Operating Systems (Linux, macOS, Android, and iOS).

• Experience or knowledge of command line *nix tools like ssh, scp, bash, curl, vim, python terminal, ping, tcpdump, etc.

• Familiarity with Google Workspace, Jira, Slack, Zoom, and other relevant technologies.

• Understanding of common issue management practices and tools, including service desks, SLAs, on-call rotations, escalation paths, sprint, and kanban methodologies.

• Systematic approach to troubleshooting and problem-solving, combined with a strong sense of ownership and motivation.

• Excellent written and verbal communication skills.

• Tech-savvy with a keen interest in learning new technologies and tools.

• Enthusiasm for customer support and delivering timely solutions.

• Ability to prioritize tasks based on the impact of support requests.

• Willingness to cross-train with other IT team members.

🏝️ Benefits

• Flexible remote work arrangement.

• Participation in an on-call rotation for ongoing incident coverage.