Job Description
Join our innovative team as a Full-Time Remote Tech Support Specialist and become the backbone of our digital infrastructure. We're seeking a dedicated professional to provide exceptional technical assistance to clients across Philadelphia and beyond. Enjoy the flexibility of remote work while making a tangible impact in a fast-paced, tech-driven environment. Our collaborative culture values problem-solvers and continuous learners, offering growth opportunities in cloud technologies and cybersecurity.
As a key member of our IT support team, you'll troubleshoot complex issues across diverse platforms and deliver white-glove customer service. We provide comprehensive training, cutting-edge tools, and a supportive network to ensure your success. If you're passionate about technology and committed to excellence, this is your chance to thrive in a role that bridges innovation and human connection.
Responsibilities
- Diagnose and resolve hardware/software issues via remote support tools (e.g., TeamViewer, AnyDesk)
- Provide Tier 2/3 support for Windows/macOS systems, network configurations, and cloud services
- Document troubleshooting steps, solutions, and customer interactions in CRM systems
- Collaborate with cross-functional teams to escalate critical incidents and implement fixes
- Develop and maintain technical documentation, FAQs, and training materials
- Monitor system performance using tools like SolarWinds and Nagios
- Conduct periodic system audits and security vulnerability assessments
Qualifications
- 3+ years of experience in remote technical support or IT helpdesk roles
- CompTIA A+/Network+ certification or equivalent industry credentials
- Expertise in OS troubleshooting (Windows 10/11, macOS Big Sur+)
- Proficiency with network protocols (TCP/IP, DNS, DHCP) and cloud platforms (AWS/Azure)
- Strong analytical skills with ability to diagnose complex technical issues
- Excellent written/verbal communication skills and customer service aptitude
- Experience with ticketing systems (Zendesk, ServiceNow) and remote access tools
- Ability to work independently with minimal supervision in a remote setting