Associate Support Engineer, Technology and Digital

This role provides remote (or location-aligned) technical support by diagnosing and troubleshooting software and hardware issues for customers. You will guide users through actions to resolve technical problems, log all issues, escalate when needed, and follow up to confirm systems are fully functional.

• Diagnose and troubleshoot technical issues including account setup and network configuration
• Guide clients through steps via phone email or chat until resolved
• Track issues through to resolution within agreed time limits and properly log all cases
• Escalate unresolved issues to senior team members and provide prompt accurate feedback
• Prepare reports and document technical knowledge in notes and manuals

You will handle desktop and end-user support tasks including account setup and network configuration troubleshooting, using remote desktop applications and supporting both Windows and Mac OS environments. The work emphasizes systematic issue tracking, escalation, and producing accurate reports and documentation.

The ideal candidate is an entry-level technical support professional with at least 1 year of hands-on experience troubleshooting desktop and computer system issues in a help desk or desktop support role. They are comfortable supporting both Windows and Mac OS environments, handling account setup and network configuration problems, and documenting/logging every issue to resolution while providing fast customer communication via phone, email, and chat.