Technical Support Engineer I

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

📋 Description

• Deliver enterprise-level support to customers

• Identify and resolve software, hardware, network, account setup, and operating system challenges

• Assist customers in the installation of applications and programs

• Offer technical support through email, chat, phone, written guidelines, and technical manuals

• Take ownership of reported customer issues until resolution within established timeframes

• Investigate and determine solutions for system, software, and hardware problems

• Refer unresolved issues to the appropriate internal teams

• Pose targeted questions to uncover root causes

• Monitor and document issues until they are resolved

• Provide timely and accurate feedback to customers

• Utilize internal databases and external resources to deliver technical solutions

• Manage and prioritize multiple ongoing issues

• Follow up with clients to confirm that systems are operating correctly

• Generate reports and record technical knowledge in notes and manuals

• Foster collegial relationships with clients

• Adhere to Verisma Core Values and maintain ethical business practices

⛳️ Requirements

• High school diploma or equivalent; a bachelor's degree in IT or a related field is preferred

• Up to 3 years of demonstrated experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or in a similar capacity

• Practical experience in Windows/Linux/Mac OS environments

• Knowledge of computer systems, mobile devices, and other technological products

• Capability to diagnose and troubleshoot fundamental technical issues

• Familiarity with remote desktop applications and help desk software (e.g., Zendesk)

• Exceptional problem-solving and communication abilities

• Proficient in providing step-by-step technical assistance, both in writing and verbally

• Additional certifications in Microsoft, Linux, Cisco, or similar technologies are advantageous

🏝️ Benefits

• Competitive salary

• Comprehensive health, dental, and vision insurance

• Opportunities for professional development and growth

• Flexible work hours and remote work options

• Generous paid time off and holidays