Verisma is seeking a Technical Support Engineer to provide enterprise-level assistance to their customers, focusing on diagnosing, troubleshooting, and resolving complex software and hardware issues.

• Location: Virtual
• Employment Type: Full-time
• Pay Rate: $19 – $21 USD Hourly

Key Responsibilities: Ownership, Diagnosis, and Documentation

The role requires full ownership of customer-reported issues, from initial contact to final resolution and comprehensive documentation.

• Customer Support: Provide answers to simple IT issues via email and chat, and complex problems via phone and/or written instructions.
• Issue Ownership: Own reported customer issues, ensuring problems are resolved through to resolution within agreed time limits.
• Diagnosis & Troubleshooting: Research, diagnose, and troubleshoot technical issues, including account setup and network configuration. Use remote desktop connections to provide immediate support.
• Escalation & Resolution: Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams (e.g., software developers).
• Communication: Ask customers targeted questions to quickly understand the root problem and provide prompt and accurate feedback.
• Documentation: Ensure all issues are properly logged. Document technical knowledge in the form of notes and manuals, and prepare accurate and timely reports.

Minimum Qualifications:

This position requires proven experience in a customer-facing support role with a practical understanding of operating systems and networking.

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