Technical Support Specialist

Technical Support Engineer

Position Overview

We are seeking a Technical Support Engineer to support specialized Windows-based systems used by engineering and technical customers worldwide.

This is not a call-center or traditional IT help-desk position. The role involves troubleshooting complex software and hardware issues, remotely accessing deployed systems, performing software installations and upgrades, and working closely with engineering and software development teams to resolve technical problems.

Qualifications

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, Information Technology, or a related technical discipline.
• 2+ years of relevant technical support, systems support, or engineering support experience preferred.
• Experience with SQL and relational database systems is preferred.
• Familiarity with Microsoft batch scripting and command-line environments is a plus.
• Technical support, IT, or related professional certifications are beneficial.
• Experience with FreshDesk or another ticketing/support management platform is a plus.

Responsibilities

Technical Systems Support

• Serve as the primary technical contact for customers operating specialized Windows-based systems.
• Diagnose software, hardware, configuration, and system-related issues through remote access, email, and phone.
• Remotely connect to active customer systems to investigate problems, deploy troubleshooting tools, and perform software updates.
• Perform new software installations, upgrades, and configuration changes for customer systems.
• Maintain accurate records of customer equipment, configurations, and installed software versions.
• Coordinate Return Material Authorization (RMA) activity when hardware needs to be returned for evaluation or repair.
• Document technical issues, troubleshooting steps, procedures, and final resolutions.
• Develop deep working knowledge of the company’s hardware, software, and technical