Technical Support Engineer I

Verisma; United States; On-site; USD 40,000 - 60,000; Full time

Job summary

A leading healthcare technology company is seeking a Technical Support Engineer I to provide enterprise-level assistance. This entry-level role involves diagnosing and troubleshooting software and hardware problems across various systems. You'll prioritize resolution of customer issues and maintain effective communication. The ideal candidate has experience in IT support and is comfortable with multiple operating systems. Join a dynamic team focused on high ethical standards and customer satisfaction.

Qualifications

• Proven work experience as a Technical Support Engineer or similar role.
• Hands-on experience with various operating systems is required.
• Excellent problem-solving and communication skills are essential.

Responsibilities

• Provide enterprise-level assistance to customers for IT issues.
• Research, diagnose, troubleshoot and resolve system issues.
• Follow up with clients to ensure systems are fully functional.

Skills

Problem-solving

Communication skills

Technical troubleshooting

Customer service

Education

High school diploma or equivalent; bachelor's preferred

Tools

Zendesk

Windows

Linux

Mac OS

Job description

Position Summary

Technical Support Engineer I provides enterprise‑level assistance to customers, diagnosing and troubleshooting software and hardware problems, installing applications and programs, resolving network issues, configuring operating systems, and using remote‑desktop connections to provide immediate support.

Duties & Responsibilities

• Using email and chat applications, provide answers to simple IT issues; direct complex problems via phone, written instructions, or technical manuals.
• Own reported customer issues ensuring resolution through to completion.
• Research, diagnose, troubleshoot and identify solutions to resolve system issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution within agreed time limits.
• Walk clients through a series of actions, via phone, email, or chat, until the technical issue is solved.
• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Maintain collegial relationships with clients.
• Live by the standards set by the Verisma Core Values and ensure that business is transacted accurately and with the highest ethical standards.

Minimum Qualifications

• High school diploma or equivalent; bachelor’s degree in IT or related field preferred.
• Up to 3 years proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
• Hands‑on experience with Windows, Linux, and Mac OS environments.
• Understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software (e.g., Zendesk).
• Excellent problem‑solving and communication skills.
• Ability to provide step‑by‑step technical help, both written and verbal.
• Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Hospitals and Health Care