Technical Support Engineer
RW Mercer Co.
About the job Technical Support Engineer
A Technical Support Engineer provides advanced technical assistance to customers or internal users by diagnosing, troubleshooting, and resolving hardware, software, and network-related issues. This role bridges the gap between IT support and engineering teams.
- Troubleshoot and resolve complex technical issues (software, hardware, network)
- Provide Tier 2 / Tier 3 support to users or clients
- Analyze system logs and error reports
- Install, configure, and maintain systems and applications
- Escalate unresolved issues to development or engineering teams
- Document solutions, FAQs, and troubleshooting guides
- Support system upgrades, patches, and deployments
- Ensure high customer satisfaction through timely resolution
- Strong knowledge of operating systems (Windows, Linux, macOS)
- Networking fundamentals (TCP/IP, DNS, VPN)
- Experience with ticketing systems (e.g., ServiceNow, Zendesk)
- Basic scripting (PowerShell, Bash, Python)
- Problem-solving and analytical thinking
- Excellent communication skills
Vacancy posted 3 days ago
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