Experience in technical support (telecoms or IT services). Strong understanding of systems, applications, and networks. Skilled with remote desktop tools. Skilled with ticket management systems. Knowledge of ITIL methodology (incident, change, request). Excellent communication skills. Ability to remain calm under pressure, prioritize tasks, and maintain a customer-focused approach. CompTIA, MCITP, or experience with cloud phone systems (Horizon, LG, Wildix, EvolveIP) are nice to have.