Technical Support Engineer at An IT Service Company

Talentzo Delhi; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

Talentzo Delhi is seeking a capable IT Helpdesk/Technical Support lead to handle complex hardware, software, and networking issues, and to manage contact center dialer systems with high uptime.

The role focuses on driving team performance through KPI tracking (FCR, AHT), coordinating incident resolution, and supporting hiring, onboarding, and technical training in a fast-paced, high-volume environment.

Qualifications

• IT Helpdesk/Technical Support experience.
• Knowledge of Windows, TCP/IP, VPNs, and basic networking.
• Basic SQL knowledge for troubleshooting and reporting.
• Experience with dialers, VoIP, and CRM integrations.
• Strong leadership, communication, and conflict-resolution skills.
• Experience in high-volume support environments is preferred.

Responsibilities

• Handle complex hardware, software, and networking issues.
• Manage contact center dialer systems and ensure high uptime.
• Track KPIs such as FCR and AHT and drive team performance.
• Coordinate incident resolution and communicate with stakeholders.
• Support hiring, onboarding, and technical training.

Skills

Leadership

Communication

Conflict resolution

High-volume support

Technical troubleshooting

Tools

Windows

TCP/IP

VPNs

Dialers

VoIP

CRM integrations

Job description

Responsibilities

• Handle complex hardware, software, and networking issues.
• Manage contact center dialer systems and ensure high uptime.
• Track KPIs such as FCR and AHT and drive team performance.
• Coordinate incident resolution and communicate with stakeholders.
• Support hiring, onboarding, and technical training.

Preferred candidate profile

• IT Helpdesk/Technical Support experience.
• Knowledge of Windows, TCP/IP, VPNs, and basic networking.
• Basic SQL knowledge for troubleshooting and reporting.
• Experience with dialers, VoIP, and CRM integrations.
• Strong leadership, communication, and conflict-resolution skills.
• Experience in high-volume support environments is preferred.