Technical Support - N

Keller Executive Search; United States; Hybrid; USD 50,000 - 70,000; Full time

Job summary

Keller Executive Search is seeking a dedicated Technical Support professional to provide advanced technical assistance to customers and internal users. The role involves diagnosing issues, implementing solutions, and ensuring customer satisfaction. Candidates should possess a Bachelor’s degree in IT or Computer Science, with proven experience in technical support.

Strong troubleshooting skills and familiarity with operating systems and networking concepts are essential. This position may require working in a fast-paced support environment with remote or hybrid work options.

Qualifications

• Proven experience in technical support, help desk, or IT services.
• Good understanding of hardware components and peripherals.
• Ability to work independently and under pressure.

Responsibilities

• Provide technical support via phone, email, chat, or ticketing systems.
• Troubleshoot hardware, software, network, and system-related issues.
• Document incidents, solutions, and troubleshooting steps in support systems.

Skills

Strong troubleshooting and problem-solving skills

Strong communication and customer service skills

Knowledge of operating systems (Windows, macOS, Linux)

Familiarity with networking concepts (TCP/IP, DNS, VPN)

Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira)

Education

Bachelor’s degree in IT, Computer Science, or a related field

Tools

ServiceNow

Zendesk

Jira

Job description

Job Summary

The Technical Support role is responsible for providing first-line and/or advanced technical assistance to customers, internal users, or partners. This position involves diagnosing and resolving technical issues, guiding users through solutions, and ensuring a high level of customer satisfaction.

Key Responsibilities

• Provide technical support via phone, email, chat, or ticketing systems
• Troubleshoot hardware, software, network, and system-related issues
• Diagnose problems and implement effective solutions in a timely manner
• Escalate complex or unresolved issues to higher-level support teams
• Document incidents, solutions, and troubleshooting steps in support systems
• Install, configure, and maintain systems, applications, and devices
• Assist with system upgrades, patches, and routine maintenance
• Monitor system performance and proactively identify potential issues
• Educate users on best practices and proper system usage
• Collaborate with cross-functional teams (IT, engineering, product teams)

Required Skills & Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)
• Proven experience in technical support, help desk, or IT services
• Strong troubleshooting and problem‑solving skills
• Knowledge of operating systems (Windows, macOS, Linux)
• Familiarity with networking concepts (TCP/IP, DNS, VPN)
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira)
• Good understanding of hardware components and peripherals
• Strong communication and customer service skills
• Ability to work independently and under pressure

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or ITIL
• Experience supporting enterprise applications or cloud platforms (e.g., Microsoft 365, Azure, AWS)
• Knowledge of cybersecurity basics

Key Competencies

• Customer-focused mindset
• Attention to detail
• Analytical thinking
• Time management
• Team collaboration
• Adaptability

Work Environment

• May require shift work (including nights/weekends depending on “N” designation)
• Office-based, remote, or hybrid setup
• Fast‑paced support environment