What are the responsibilities and job description for the Technical Support Engineer position at Nsight?
Job Details
Job Summary:
We are seeking a skilled and customer-focused Technical Support Engineer to provide high-quality technical assistance to our clients or internal teams. The ideal candidate will troubleshoot and resolve hardware, software, and system-related issues, ensuring minimal disruption to users and maximum customer satisfaction.
Key Responsibilities:
- Respond to customer queries via chat, email, phone, or ticketing system in a timely and professional manner.
- Troubleshoot technical issues related to software, hardware, operating systems, and network environments.
- Diagnose and resolve product or service problems by identifying the root cause and guiding the user through corrective steps.
- Escalate complex or unresolved issues to higher-level engineering teams or vendors.
- Document technical knowledge in the form of knowledge base articles or internal guides.
- Work closely with product, development, and QA teams to ensure recurring issues are addressed and resolved.
- Monitor system alerts and proactively identify potential issues.
- Provide feedback on product performance and customer experience for continuous improvement.
- Maintain accurate records of customer interactions, issues, and solutions.
Required Skills and Qualifications:
- Bachelor s degree in Computer Science, Information Technology, Engineering, or related field.
- Proven experience in a technical support or IT helpdesk role.
- Strong understanding of operating systems (Windows, Linux, macOS), networking, and software troubleshooting.
- Familiarity with ticketing systems (e.g., Zendesk, JIRA, Freshdesk) and remote desktop tools.
- Excellent problem-solving and communication skills.
- Ability to multitask, prioritize, and manage time effectively.
- Strong attention to detail and customer service orientation.
Preferred Qualifications:
- Certifications such as CompTIA A , Network , Microsoft Certified: Azure Fundamentals, or similar.
- Experience with cloud platforms (AWS, Azure, Google Cloud).
- Knowledge of scripting (e.g., PowerShell, Bash) or basic programming.
- Familiarity with CRM or ERP systems.
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