Junior Support Engineer

Experience Required: 0-2 years

Role Overview:A Junior Support Engineer provides first-line technical support to customers while learning advanced troubleshooting skills under the guidance of senior team members. This role focuses on resolving common technical issues and building foundational knowledge of the company's products and systems.

Key Responsibilities:

Customer Support:

• Respond to Level 1 support tickets via email, chat, and phone
• Provide basic troubleshooting assistance for common product issues
• Ensure timely acknowledgment and follow-up on all support requests
• Maintain professional and helpful communication with customers

Technical Tasks:

• Execute established troubleshooting procedures and runbooks
• Perform basic system health checks and monitoring
• Assist with software installation and configuration guidance
• Handle account setup, password resets, and basic user management
• Log and track all customer interactions in the ticketing system

Learning & Development:

• Participate in product training and onboarding programs
• Shadow senior engineers during complex issue resolution
• Attend team meetings and technical knowledge sharing sessions
• Ask questions and seek guidance from experienced team members

Escalation & Documentation:

• Identify when issues require escalation to senior engineers
• Document detailed information when escalating tickets

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 0-2 years of customer service or technical support experience
• Basic understanding of computer systems, networks, and software
• Strong written and verbal communication skills
• Ability to learn quickly and follow detailed procedures
• Customer-focused mindset with patience and empathy

Technical Skills:

• Basic familiarity with operating systems (Windows, macOS, Linux)
• Understanding of web browsers and common software applications
• Basic knowledge of networking concepts (IP addresses, DNS, etc.)
• Comfortable using help desk and ticketing software
• Basic command line familiarity is a plus

Soft Skills:

• Excellent problem-solving approach and attention to detail
• Ability to work collaboratively in a team environment
• Willingness to work in a fast-paced, learning-oriented environment
• Positive attitude toward helping customers and continuous improvement