Support Engineer (Columbus)Augusta Hitech • Columbus, Ohio Metropolitan Area, US
Support Engineer (Columbus)
Augusta Hitech • Columbus, Ohio Metropolitan Area, US
[job_card.variable_days_ago]
[job_preview.job_type]
- [job_card.part_time]
- [job_card.permanent]
[job_card.job_description]45 years of experience in technical support / helpdesk / application support Good understanding of : Operating systems (Windows / Linux / macOS customize as per need) Networking basics (TCP / IP, DNS, VPN, firewalls, etc.) Databases and basic SQL (for application / support engineer roles) Experience with ticketing tools (e.g., JIRA, ServiceNow, Zendesk, Freshdesk). Strong analytical and problem-solving skills. Excellent verbal and written communication skills. Willingness to work in shifts / on-call rotation if required. Experience with scripting (Shell / Python / PowerShell) for automation. Knowledge of cloud platforms (AWS / Azure / GCP) or DevOps tools (Docker, Kubernetes, CI / CD). Relevant certifications (e.g., ITIL, CompTIA, Microsoft, Cisco) as per domain.
Job Summary :
The Support Engineer is responsible for providing technical support to customers and internal teams, resolving incidents within agreed SLAs, and ensuring high customer satisfaction. The role involves troubleshooting hardware / software or application issues, documenting solutions, and collaborating with development / infra teams for complex problems.
Key Responsibilities :
- Respond to customer / user queries via phone, email, chat, or ticketing system.
- Troubleshoot and resolve technical issues related to software, hardware, network, or cloud services.
- Perform root-cause analysis and provide workarounds or permanent fixes.
- Install, configure, and support applications, systems, or devices as per company products.
- Monitor incidents, update tickets regularly, and ensure closure within SLAs.
- Escalate complex issues to L2 / L3 or development teams with clear technical details and logs.
- Document known issues, solutions, and FAQs in knowledge base.
- Assist in deployments, upgrades, and basic maintenance tasks (e.g., patches, configuration changes).
- Communicate clearly with non-technical users and maintain a high standard of customer service.
Required Skills :
Good To Have :
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Support Engineer • Columbus, Ohio Metropolitan Area, US
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