Technical Support Engineer

Location: In-office position in Parma, Ohio, United States

Salary: $25.00–$28.00 per hour

Company

hirify.global is an education company providing learning solutions through content, technology, teaching, and schools.

What you will do

• Provide remote guidance and second-tier technical support to customers.
• Triage and resolve incidents using company-provided access, tools, and technology.
• Manage a personal ticket queue in line with procedures and SLA requirements.
• Assist with account setup, application installations, escalations, and issue resolution.
• Document user information, troubleshooting steps, resolutions, escalations, and support processes.
• Coordinate with internal and external teams to ensure accurate solutions and documentation.

Requirements

• Strong knowledge of service desk operations, standard processes, and technologies.
• Experience with Microsoft Active Directory or basic Google Workspace administration.
• In-depth knowledge of Windows Desktop OS and Chrome OS.
• Experience in customer-facing roles, with strong troubleshooting, communication, organization, and prioritization skills.
• Flexibility for occasional shift changes and the ability to multitask in a fast-paced, high-stress environment.
• Ability to pass federal and state criminal background checks, including FBI/BCI checks.

Culture & Benefits

• Human-centric customer service with an empathetic and collaborative approach.
• Medical, dental, and vision insurance.
• 401(k) retirement plan, life insurance, and short- and long-term disability insurance.
• Ten paid holidays annually, plus paid time off for sick, vacation, and personal absences.
• Choice of four health insurance plans with different deductible and coinsurance options.