Are You Ready to Be a Hero for Businesses? Join Our MSP as a Technical Support Engineer!

Are you a natural problem-solver with a passion for helping businesses conquer their technical challenges? Do you thrive in a fast-paced environment where your expertise makes a real difference for customers? If so, we want you to join our team as a Technical Support Engineer !

We're a leading Managed Service Provider (MSP) , and that means you'll be on the front lines, ensuring our diverse range of enterprise-level clients stay operational and efficient. You'll be their go-to expert, providing exceptional support for their software and hardware needs. You'll leverage your technical skills and customer-centric approach to diagnose, troubleshoot, and resolve a wide range of issues, ensuring our clients can operate smoothly and efficiently. This is an on-site position where you'll be an integral part of our dynamic support team.

What You'll Do:

Take full ownership of customer-reported issues, from initial contact to successful resolution, leaving no stone unturned.

Thoroughly research, diagnose, and troubleshoot software and hardware problems to identify root causes and implement effective solutions.

Follow established procedures for escalating complex or unresolved issues to the appropriate internal teams, ensuring seamless collaboration.

Provide comprehensive support for software and hardware issues, including account setup and network configuration.

Engage with customers using targeted questions to quickly and accurately understand the nature of their technical challenges.

Meticulously track and document computer system issues through to resolution within agreed-upon service level agreements.

Guide clients through step-by-step troubleshooting actions via phone, email, or chat, empowering them to resolve technical issues independently.

Promptly and accurately escalate unresolved issues to relevant internal teams, such as software developers.

Deliver timely and accurate feedback to customers throughout the support process, keeping them informed every step of the way.

Utilize internal knowledge bases and external resources to provide effective and accurate technical solutions .

Ensure all support interactions and resolutions are properly logged and documented .

Effectively prioritize and manage multiple open issues concurrently, maintaining clear communication with customers.

Proactively follow up with clients to confirm the full functionality of their IT systems post-resolution.

Contribute to the creation and maintenance of technical documentation , including notes and manuals, building our collective knowledge.

Cultivate positive and professional relationships with our valued clients, becoming their trusted technical advisor.

What You'll Bring:

Proven work experience in a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.

Hands-on experience with Windows, Linux, and/or Mac OS environments.

Solid understanding of computer systems, mobile devices, and other technology products.

Demonstrated ability to diagnose and troubleshoot fundamental technical issues.

Familiarity with remote desktop applications and help desk software.

Exceptional problem-solving and analytical skills that allow you to quickly get to the heart of any issue.

Excellent verbal and written communication skills , with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical audiences.

Ability to provide clear, step-by-step technical assistance through various communication channels.

Additional certifications in Microsoft, Linux, Cisco, or related technologies are a significant plus and will make your application shine.

If you are a dedicated and resourceful technical professional who enjoys making a positive impact on customers' experiences, we encourage you to apply! This on-site role offers an exciting opportunity to contribute your expertise to a dynamic and growing organization at the forefront of managed IT services.

Ready to make a difference? Apply today!

Company DescriptionFounded in 2000 Frantic is technology company that provides high quality IT Solutions and related services to small and medium businesses across the globe. We partner with companies from diverse industries, including education, medical, banking and finance, food services, hospitality, retail, manufacturing, insurance and eComerce. Our development services are led by dedicated and passionate team to provide best industry practices combined with technology expertise and business domain knowledge to drive digital transformation. Our proficiency is understanding business challenges, and our professional competence allows us to create better experience for our customers.Company DescriptionFounded in 2000 Frantic is technology company that provides high quality IT Solutions and related services to small and medium businesses across the globe. We partner with companies from diverse industries, including education, medical, banking and finance, food services, hospitality, retail, manufacturing, insurance and eComerce. Our development services are led by dedicated and passionate team to provide best industry practices combined with technology expertise and business domain knowledge to drive digital transformation. Our proficiency is understanding business challenges, and our professional competence allows us to create better experience for our customers.