About Company
Empowering careers globally is at the heart of what we do. Career.zycto is a dynamic recruitment firm that bridges top-tier talent with innovative opportunities across various industries. We believe in fostering a supportive, technologically advanced environment for our internal teams, allowing them to thrive and make a tangible impact. For a Technical Support Engineer, Career.zycto offers a unique chance to leverage your expertise in a remote-first setting, ensuring seamless operations for both our internal platforms and client-facing solutions. Your problem-solving skills will be pivotal in maintaining our reputation for excellence and reliability, contributing directly to our mission of redefining talent acquisition.
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Job Description
Are you a seasoned Technical Support Engineer with a passion for troubleshooting, a knack for clear communication, and the self-discipline to thrive in a remote-first environment? Career.zycto is actively seeking an exceptional individual to join our growing team as a Technical Support Engineer, offering the flexibility to work from anywhere across the globe. As a pivotal member of our operations, you will be instrumental in ensuring the smooth and efficient functioning of our internal systems and providing unparalleled support to our global user base, encompassing both our dedicated employees and valued clients.
In this dynamic role, you will serve as the first line of defense for a wide array of technical challenges, ranging from routine inquiries to intricate system issues. Your typical day will involve diving deep into complex problem diagnosis, providing timely and effective resolutions, and communicating clearly and empathetically with diverse stakeholders. This includes everything from diagnosing software malfunctions, resolving hardware glitches, and assisting with network connectivity problems, to guiding users through application usage and configuration. Your expertise will directly contribute to maintaining high levels of productivity, minimizing downtime, and ensuring overall user satisfaction across our organization. We heavily leverage modern cloud-based solutions, specialized internal recruitment platforms, comprehensive CRM systems, and cutting-edge collaborative tools, so a strong familiarity with such technological environments will be a significant asset.
We are not just looking for a reactive problem-solver; we envision a professional who is also proactive. You will be expected to identify recurring issues, analyze trends, and contribute actively to the development and enhancement of our knowledge base articles, internal training materials, and continuous process improvements. While you will often work autonomously, managing your own ticket queue and workload, you will also collaborate closely with our engineering, IT infrastructure, and customer success teams. This collaboration is crucial for escalating complex problems, devising innovative workarounds, and implementing robust, long-term solutions that prevent future occurrences. This position offers a unique opportunity to significantly shape the technical support framework of a dynamic, rapidly evolving recruitment firm that places innovation, efficiency, and employee well-being at its core. If you are excited by the prospect of empowering a global workforce with robust and reliable technical support, all while enjoying the profound flexibility and autonomy of remote work, we strongly encourage you to apply. Join Career.zycto and help us build a future where top talent meets unparalleled opportunity, consistently supported by seamless and advanced technology.
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Key Responsibilities
- Provide first-line and second-line technical support to internal staff and external clients via various channels (email, chat, video calls).
- Diagnose and resolve technical hardware and software issues, including operating systems, applications, and network connectivity.
- Manage and prioritize a queue of support tickets, ensuring timely and effective resolution in line with SLAs.
- Document solutions, troubleshooting steps, and knowledge base articles to build and maintain a comprehensive support repository.
- Collaborate with engineering, IT, and product teams to escalate complex issues and contribute to long-term problem prevention.
- Assist with user onboarding, system access, and software installations in a remote environment.
- Proactively identify trends in support issues and suggest improvements to processes, tools, and platforms.
- Conduct remote diagnostic sessions and utilize remote support tools effectively.
- Contribute to the testing and deployment of new software updates and system enhancements.
Required Skills
- Minimum 3 years of experience in a Technical Support or Helpdesk role.
- Strong proficiency in troubleshooting Windows and macOS operating systems.
- Experience with cloud-based productivity suites (e.g., Microsoft 365, Google Workspace).
- Familiarity with network fundamentals (TCP/IP, DNS, VPN) and remote access technologies.
- Excellent problem-solving abilities and analytical skills.
- Exceptional verbal and written communication skills in English.
- Proven ability to work independently and manage time effectively in a remote work setting.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management).
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification or similar IT service management certifications.
- Experience supporting recruitment software, CRM platforms (e.g., Salesforce), or HRIS systems.
- Basic scripting knowledge (e.g., PowerShell, Python) for automation.
- Familiarity with security best practices and endpoint security solutions.
- Experience with mobile device management (MDM) solutions.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health and wellness benefits.
- Generous paid time off and public holidays.
- Flexible work hours and a truly remote-first culture.
- Budget for home office setup and professional development.
- Opportunities for continuous learning and career advancement.
- Collaborative and supportive global team environment.
- Access to cutting-edge tools and technologies.
How to Apply
If you are a highly motivated Technical Support Engineer eager to contribute to a dynamic, remote-first team, we encourage you to apply! Please click on the link below to submit your resume and a cover letter detailing your relevant experience and why you are a great fit for Career.zycto.
