Remote Technical Support Engineer — Frontline Diagnostics

Source Support Services; Lawrenceville (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Source Support Services is seeking a full‑time Technical Support Engineer for a remote role. You will provide frontline technical support across hardware, software, and networks, diagnose issues, and document cases to ensure timely resolutions in line with SLAs.

The role requires strong communication skills and the ability to collaborate with field engineers and internal teams. Remote work demands excellent self‑management and adherence to quality standards.

Qualifications

• Experience in technical support across hardware, software, and networks.
• Strong analytical skills for root-cause analysis.
• Experience in customer support and service.
• Familiarity with enterprise IT, ticketing systems, and remote diagnostic tools.
• Excellent written and verbal communication.
• Ability to work remotely and manage priorities to meet SLAs.
• Relevant certifications (e.g., CompTIA A+, Network+) preferred.
• Associate or bachelor's degree in a technical field.

Responsibilities

• Respond to support requests and diagnose issues.
• Perform root-cause analysis and document cases.
• Escalate complex issues per procedures.
• Collaborate with field engineers and internal teams.
• Follow SLAs and quality standards.
• Contribute to knowledge base content.
• Communicate clearly with customers with timely updates.

Skills

Technical support

Troubleshooting

Analytical thinking

Customer service

Communication

Remote work

Independent work

Certifications preferred

Education

Bachelor's degree or higher

Job description

Source Support Services is seeking a full‑time Technical Support Engineer for a remote role. You will provide frontline technical support across hardware, software, and networks, diagnose issues, and document cases to ensure timely resolutions in line with SLAs.

The role requires strong communication skills and the ability to collaborate with field engineers and internal teams. Remote work demands excellent self‑management and adherence to quality standards.