We are looking for a Jr. Technical Support Engineer to support remote operations across client communication, support coordination, and technical assistance. This role is ideal for an entry-level candidate with a strong foundation in technical concepts and the ability to manage client support interactions.
Location: Remote (Eastern Time Zone)
Work Hours: 5:00 PM – 2:00 AM (PKT) | Aligned with Eastern Time (8:00 AM- 5:00 PM)
Note: This role is currently remote; however, based on business needs, it may transition to an on-site role while continuing to follow Eastern Time hours.
Key Responsibilities
- Monitor and manage shared support channels, including the support mailbox and related platforms
- Review incoming client and internal requests to ensure timely acknowledgment and tracking
- Organize, document, and maintain records of ongoing support issues
- Communicate professionally with clients and provide timely updates
- Gather required information to assess and address issues
- Assist in triaging and prioritizing requests based on urgency and impact
- Coordinate with internal teams for timely resolution
- Maintain ownership and consistent follow-up on open items
- Participate in remote troubleshooting sessions where required
- Document actions, status, and next steps clearly
- Escalate issues when deeper technical review or onsite support is required
Scope of Work:
- Electronic security systems and access control
- Video surveillance systems
- Intrusion systems
- Network-connected devices
- IoT solutions
- PoE-powered technologies
- General remote support coordination
Requirements
- Bachelor’s degree in Electronics Engineering, Computer Engineering, IT, or a related field
- Basic understanding of:
- Electronics fundamentals
- Computer systems
- Networking fundamentals
- Exposure to JavaScript is a plus (not mandatory)
- Strong verbal and written communication skills in English
- Ability to manage multiple tasks and stay organized
- Strong follow-up and ownership mindset
- Good judgment in prioritization and decision-making
- Willingness to learn and adapt
- Ability to work independently and as part of a team