Support Desk Agent/Engineer

We are seeking a Support Desk Agent to provide front-line technical support, ticket triage, and customer service for internal and external users. You’ll be the first point of contact for technical issues—diagnosing problems, documenting resolutions, and ensuring SLA compliance across every interaction. The ideal candidate combines strong troubleshooting skills across networking, systems, hardware, software, and cloud platforms with exceptional communication and a customer-first mindset that maintains high-quality service in a fast-paced environment.

Core Responsibilities
Ticket Management & Customer Support: Respond to incoming support requests via phone, email, Sales IQ chats, and ticketing system. Accurately classify, prioritize, and assign tickets in alignment with established procedures. Diagnose and resolve common technical issues or route to the appropriate engineering teams. Provide clear, professional communication with customers throughout the issue lifecycle.
Incident Resolution & Troubleshooting: Troubleshoot issues related to networking, systems, user access, hardware, software, AI model training, and cloud platforms. Document all troubleshooting steps, findings, and resolutions in the ticketing system. Follow escalation procedures for complex issues or outages.
SLA Compliance & Quality Standards: Maintain SLA targets for response time, update cadence, and resolution time. Ensure ticket notes are complete, accurate, and reflect Support Desk standards. Follow all support playbooks, SOPs, and operational policies.
Monitoring & Alert Response: Respond to automated system alerts and monitoring notifications. Perform initial investigation and follow escalation protocols as needed.
Knowledge & Documentation: Contribute to the internal knowledge base by documenting repeatable fixes. Identify gaps in documentation and collaborate with the Support Desk Manager to enhance resources.
Customer Experience & Professionalism: Provide empathetic, clear guidance to users with varying levels of technical experience. Maintain a customer-first mindset while representing the company professionally at all times. Ensure rapid responses to all GSC Support chats from Sales IQ and Garber Support Requests.
Time Tracking: Track time and attendance in Zoho Project task’s time logs. Track support-focused time via Support Issue tickets.
Bring new perspectives that challenge assumptions and add original thinking.
Ensure approaches align with organizational goals before execution.
Technical Requirements
Troubleshooting & Systems (The Foundation)
Networking & Systems Diagnosis: Ability to troubleshoot issues related to networking, systems, user access, and cloud platforms. You’re the first line of defense—you need to triage fast and accurately.
Hardware & Software Support: Familiarity with common hardware issues, software configurations, and cloud platform administration.
AI & Cloud Platforms: Exposure to AI model training environments and cloud-based infrastructure sufficient to perform initial triage, documentation, and escalation.
2. Process & Documentation (The Discipline)
Ticketing System Mastery: Experience working within structured ticketing workflows—classifying, prioritizing, assigning, and documenting with precision. Your ticket notes should tell the full story.
SLA Management: Understanding of SLA frameworks and the discipline to consistently maintain response, update cadence, and resolution targets.
Knowledge Base Contribution: Ability to identify repeatable fixes and translate them into clear, reusable documentation that raises the entire team’s effectiveness.
3. . Communication & Customer Service (The Differentiator)
Customer-Facing Communication: Strong written and verbal skills for guiding users of varying technical levels through issue resolution with patience, clarity, and professionalism.
Escalation Judgment: You know when to resolve independently and when to escalate—following established protocols without delay or hesitation.
Multi-Channel Support: Comfort handling requests across phone, email, chat (Sales IQ), and ticketing systems simultaneously in a fast-paced environment.
Performance Metrics
Ticket Closure Rate (weekly and monthly)
Average Time to Resolution
Average Response Time
SLA Compliance Percentage
Re-open and Escalation Count
Documentation Quality Score
Customer Satisfaction Feedback (CSAT), if applicable
Accuracy and Completeness of Ticket Notes