Junior Support Engineer

About the Role

Seeking a motivated Junior Support Engineer to help maintain the reliability and performance of a global digital testing platform. This role is ideal for an early-career IT professional eager to develop practical troubleshooting skills in a collaborative, fast-paced technical environment.

Key Responsibilities

• Triage and respond to incident and outage tickets generated by automated monitoring systems or customer reports.
• Track support tickets through resolution, ensuring issues are handled within established service-level agreement (SLA) response times.
• Collaborate with internal technical teams and escalate incidents appropriately when additional expertise is required.
• Coordinate with global sites, data center technicians, and on-site support personnel to troubleshoot and recover unresponsive hardware and services.
• Work with cloud and on-premises infrastructure teams to investigate technical disruptions and restore service.
• Troubleshoot mobile device hardware, software, operating system, and network connectivity issues.
• Participate in an on-call rotation to provide continuous incident response and support coverage.
• Follow established incident management procedures to resolve issues efficiently, reliably, and consistently.
• Document troubleshooting workflows, recurring problems, and operational playbooks to improve team effectiveness.
• Assist with maintenance, upgrades, and updates to critical software and network infrastructure.
• Support or recommend device deployments, upgrades, and ongoing maintenance activities.
• Communicate clearly with customers, technical colleagues, and other stakeholders throughout the incident lifecycle.
• Collaborate with remote team members to maintain productive working relationships and share technical knowledge.
• Provide feedback on recurring incidents, operational challenges, and process improvements to strengthen support operations.

Requirements & Tech Stack

• Foundational IT knowledge.
• Structured approach to troubleshooting.
• Strong commitment to customer support.
• Eagerness to learn new tools.
• Ability to take ownership of technical issues.
• Ability to collaborate effectively with distributed teams.
• Cloud-based and on-premises infrastructure support.
• Hardware, software, and network issue troubleshooting.
• Mobile device hardware, software, operating system, and network connectivity troubleshooting.
• Linux, macOS, Android, and iOS operating systems.
• Command-line tools and Unix-like environments.
• SSH, SCP, Bash, cURL, Vim, Python terminal tools, ping, and tcpdump.
• Google Workspace, Jira, Slack, and Zoom for collaboration and issue tracking.
• Understanding of service desks, SLAs, escalation procedures, on-call rotations, and workflow practices such as sprints and Kanban.

Qualifications

• Between 0 and 2 years of experience in technical support or a comparable role.
• Bachelor's degree in Computer Science or a related field, or equivalent qualifications.
• Basic knowledge of incident response involving network and software infrastructure.
• Understanding of networking fundamentals, including LAN, WAN, VLANs, firewalls, switches, and wireless access points.
• Strong analytical and problem-solving skills, with a systematic approach to identifying root causes and resolving issues.
• Excellent written and verbal communication skills.
• A proactive, technology-oriented mindset and willingness to learn new tools, systems, and processes.
• A customer-focused attitude and commitment to resolving support requests in a timely and effective manner.
• Strong prioritization and time-management skills, with the ability to assess requests according to urgency and business impact.
• Willingness to cross-train with other IT team members and contribute to a broader shared knowledge base.
• A strong sense of ownership, accountability, and attention to detail.