Technical Support Representative – Full‑Time IT Support

About the role

The International Technical Support Representative (TSR) provides information and communication services that enable the Church to accelerate its mission. This full‑time position is a skilled specialist who works proactively, is detail‑oriented, and can prioritize multiple customer requests across locations.

Key responsibilities

• Troubleshoot, prioritize, and resolve customer support incidents and service requests using the knowledge base and collaboration with senior TSRs and managers.
• Provide regular status updates and set realistic expectations for resolution timelines.
• Escalate tickets requiring higher expertise or privileged access in a timely manner.
• Follow up with customers after resolution to confirm satisfaction and address any gaps.
• Assist customers with basic training needs and resolve complex system administration problems.
• Contribute knowledge‑base articles and maintain accurate IT asset inventory.
• Evaluate software applications for compatibility and provide feedback to product managers.
• Ensure adherence to network implementation standards and participate in continuous learning.

Required profile

• Bachelor's degree.
• Minimum 6 years of experience supporting PC hardware & software, wired and wireless LANs, Internet connectivity, and data/voice communication applications.
• Excellent interpersonal and written communication skills in English.
• Ability to work independently without supervision.
• Relevant IT certifications (specific certifications not listed).

Required skills

• PC hardware
• PC software
• Wired LAN
• Wireless LAN
• Internet connectivity
• Data communication
• Voice communication