About Company
Career.zycto is actively shaping the future of technical excellence, connecting top-tier talent with innovative opportunities across the tech landscape. We are a dynamic force, dedicated to fostering environments where technical support engineers thrive, solve complex challenges, and contribute meaningfully to user success. Join a team where your expertise is valued, your growth is prioritized, and your impact is tangible. We believe in empowering professionals to reach their full potential, delivering exceptional service through a collaborative and forward-thinking approach. This is an ideal environment for a Technical Support Engineer seeking significant contract engagements.
Job Description
Career.zycto is seeking a highly skilled and self-motivated Technical Support Engineer to join our team on a remote contract basis. In this pivotal role, you will be the frontline expert for our clients, providing crucial technical assistance and ensuring seamless operation of their systems and software. This is a fantastic opportunity for an experienced professional who thrives in a remote setting and is adept at diagnosing and resolving complex technical issues with minimal supervision.
You will be instrumental in maintaining high levels of customer satisfaction by delivering timely, accurate, and professional support across a diverse range of technical challenges. Your day-to-day will involve hands-on troubleshooting, collaborating with internal teams for escalation, and proactively identifying solutions that enhance user experience. We value engineers who are not only problem-solvers but also excellent communicators, capable of explaining technical concepts clearly to both technical and non-technical audiences. If you possess a strong analytical mind, a passion for technology, and a commitment to exceptional service, we encourage you to apply and contribute your expertise to a forward-thinking organisation where your work truly makes a difference. This contract position offers flexibility and the chance to work with cutting-edge technologies.
Key Responsibilities
- Provide expert-level remote technical support to clients via phone, email, and chat, resolving hardware, software, and network-related issues.
- Diagnose and troubleshoot complex technical problems, identifying root causes and implementing effective solutions.
- Escalate unresolved issues to appropriate internal teams (e.g., development, infrastructure) and manage follow-up to ensure timely resolution.
- Create and maintain comprehensive documentation for troubleshooting procedures, common issues, and resolutions within our knowledge base.
- Monitor system performance and proactively identify potential issues before they impact users.
- Guide users through step-by-step solutions and provide clear, concise instructions.
- Participate in the on-call rotation as required to ensure 24/7 client support.
- Collaborate with product and engineering teams to provide feedback on recurring issues and contribute to product improvement.
- Manage and prioritise multiple support requests efficiently using a ticketing system.
Required Skills
- 3+ years of experience in a Technical Support or IT Support role.
- Strong proficiency in troubleshooting Windows, macOS, and Linux operating systems.
- Solid understanding of networking concepts (TCP/IP, DNS, VPN, firewalls).
- Experience with remote support tools and diagnostic utilities.
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, JIRA Service Desk).
- Excellent verbal and written communication skills.
- Proven ability to analyse and solve complex technical problems systematically.
- Ability to work independently and manage time effectively in a remote environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Relevant certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).
- Experience with cloud platforms (AWS, Azure, GCP).
- Proficiency in scripting languages (e.g., PowerShell, Bash, Python) for automation.
- Previous experience working in a contract or remote-first environment.
Perks & Benefits
- Fully remote work opportunity, offering ultimate flexibility.
- Competitive contract rates and timely payments.
- Opportunity to work with a diverse client base and cutting-edge technologies.
- Access to a collaborative and supportive remote team culture.
- Professional development opportunities and training resources.
How to Apply
If you are a driven Technical Support Engineer looking for an exciting remote contract opportunity, we encourage you to apply! Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are an ideal candidate for this role. We look forward to reviewing your application.
