Job Description
Join our award-winning IT support team and become the backbone of Miami's thriving tech scene! We're seeking a passionate Remote Tech Support Specialist to deliver exceptional service to our diverse client base across South Florida. Enjoy the flexibility of remote work while making a tangible impact in a fast-paced environment where your problem-solving skills shine.
Our ideal candidate combines deep technical expertise with outstanding communication skills to resolve complex IT challenges efficiently. You'll be the first point of contact for our clients, transforming technical frustrations into seamless digital experiences. With comprehensive training, cutting-edge tools, and a collaborative culture, we invest in your growth to help you reach your full potential.
Responsibilities
- Provide Tier 2-3 technical support via phone, chat, and remote desktop for 150+ enterprise clients
- Diagnose and resolve hardware/software issues including Windows/macOS, networking, and cloud infrastructure
- Document all interactions and resolutions in ServiceNow with precision and clarity
- Collaborate with senior engineers to troubleshoot complex system outages
- Proactively monitor client systems to prevent potential disruptions
- Develop and maintain technical documentation and knowledge base articles
- Maintain 95%+ customer satisfaction score through empathetic communication
Qualifications
- 3+ years of enterprise-level technical support experience
- Expert-level proficiency in Windows 10/11, macOS, and network troubleshooting
- CompTIA A+, Network+, or Security+ certification required
- Experience with remote support tools (TeamViewer, AnyDesk) and ticketing systems
- Strong analytical skills with ability to diagnose multi-layered technical issues
- Excellent written and verbal communication skills in English/Spanish
- Proven ability to maintain composure under pressure during critical incidents