Remote Technical Support Specialist - IT Infrastructure

Our client is seeking a dedicated and experienced Remote Technical Support Specialist to join their IT infrastructure team. In this fully remote role, you will be the primary point of contact for users experiencing technical difficulties with their hardware, software, and network systems. Your mission is to provide timely, efficient, and effective technical assistance to ensure minimal disruption to our users' productivity. You will be responsible for troubleshooting a wide range of IT issues, including but not limited to, operating system problems, application errors, network connectivity issues, printer problems, and hardware malfunctions. Utilizing remote desktop tools, phone support, and ticketing systems, you will diagnose problems, guide users through step-by-step solutions, and escalate complex issues to senior IT staff when necessary. Maintaining detailed records of all support interactions, including troubleshooting steps taken and resolutions achieved, within our helpdesk system is crucial. You should be adept at documenting technical procedures and creating user-friendly guides to empower users to resolve common issues independently. A strong understanding of computer hardware, Windows and macOS operating systems, common business applications (e.g., Microsoft Office Suite, G Suite), and network fundamentals (TCP/IP, DNS, DHCP) is essential. Experience with cloud-based services and mobile device support is a plus. The ideal candidate is a patient, empathetic, and highly communicative individual with a passion for technology and a commitment to excellent customer service. You must be able to work independently, manage your time effectively in a remote setting, and maintain a high level of professionalism. A reliable internet connection and a dedicated home office setup are required. This is an excellent opportunity to grow your IT support career with a company that values its employees and offers opportunities for skill development and advancement. If you are a problem-solver who thrives in a remote environment and excels at helping others, we encourage you to apply and become an integral part of our remote IT support team.

Responsibilities

Provide Tier 1 and Tier 2 technical support to end-users via phone, email, and chat. Troubleshoot and resolve hardware, software, and network issues. Install, configure, and maintain computer systems and peripherals. Diagnose and resolve issues with operating systems (Windows, macOS). Support common business applications and productivity software. Assist users with network connectivity problems. Manage user accounts and permissions. Document all support requests and resolutions in the ticketing system. Create and update technical documentation and knowledge base articles. Escalate complex technical issues to senior IT staff. Provide remote assistance using remote desktop tools. Ensure timely resolution of support tickets according to service level agreements (SLAs). Assist with IT asset management and inventory. Stay current with technological advancements and support best practices. Contribute to the improvement of IT support processes and procedures.

Qualifications

High school diploma or equivalent; Associate's or Bachelor's degree in IT or related field preferred. 2+ years of experience in technical support or help desk roles. Strong knowledge of Windows and macOS operating systems. Familiarity with Microsoft Office Suite, G Suite, and other productivity tools. Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). Experience with remote support tools (e.g., TeamViewer, AnyDesk). Proficiency with ticketing systems (e.g., Jira Service Desk, Zendesk). Excellent problem-solving and troubleshooting skills. Strong customer service and communication skills. Ability to work independently and manage time effectively in a remote setting. CompTIA A+, Network+, or similar certifications are a plus. Experience with cloud platforms (e.g., Microsoft 365, Google Workspace) is beneficial.