Jr. Technical Support Engineer

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.

Work Hours: Assigned employees will work according to Eastern Time schedules, with predefined overlapping hours to facilitate coordination with the Pakistan team.
Note: This role is currently hybrid; 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 on-site 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