About The Role

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

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