Job Description
Join our award-winning team as a Remote Tech Support Specialist at NexusTech Solutions! We're seeking a dedicated professional to deliver exceptional technical assistance to our diverse client base across the Bay Area. This fully remote role offers the flexibility to work from anywhere while making a tangible impact on our customers' digital experiences.
As a key member of our IT support division, you'll leverage cutting-edge tools to diagnose and resolve complex technical issues, ensuring seamless operations for our partners. We pride ourselves on fostering a collaborative, growth-oriented environment where your skills are valued and your career is nurtured through continuous learning opportunities.
Responsibilities
- Diagnose and resolve hardware/software issues via remote support tools (TeamViewer, Zoho Assist)
- Provide tier-2 troubleshooting for Windows/macOS, networking, and cloud services
- Document cases meticulously in ServiceNow with SLA adherence
- Train clients on cybersecurity best practices and data protection protocols
- Collaborate with engineering teams on complex infrastructure deployments
- Monitor system health using Nagios and Splunk dashboards
- Contribute to knowledge base articles and process improvement initiatives
Qualifications
- 3+ years experience in remote technical support with documented SLA metrics
- CompTIA A+/Network+ certification or equivalent industry credential
- Expertise in Active Directory, VPN configurations, and SaaS platforms
- Proficient in scripting (Python/Bash) for automation tasks
- Strong analytical skills with root cause analysis methodologies
- Exceptional written communication for technical documentation
- Experience with ITIL framework and change management processes
- Bachelor's degree in Computer Science or related field preferred