Graduate Technical Support Representative

About the role

This position is responsible for resolving moderate to complex technical issues, providing detailed product and service information, and proactively assisting customers. The role works independently while collaborating with cross‑functional teams to ensure smooth project outcomes.

Key responsibilities

• Diagnose and resolve hardware and software problems of moderate to complex nature through inbound and proactive channels.
• Provide comprehensive answers about services, products, warranties, and enterprise agreements.
• Collaborate with developers, QA testers, and managers to deliver seamless project results.
• Mentor team members, act as an escalation point, and coordinate departmental work.
• Identify improvement opportunities, recommend enhancements, and ensure effective business controls.

Required profile

• High School Diploma or equivalent; typically 6‑8 years of related experience in remote or telephone support.
• Demonstrated competence in technical support environments, preferably with experience in enterprise or mission‑critical settings.

Required skills

• Active Directory
• Microsoft Windows 10 and Windows Server
• Microsoft Azure and Office 365
• ServiceNow and IT Service Management
• Linux, scripting, and automation tools