Job Description
Join NexusTech Solutions as a Remote Tech Support Specialist and become the backbone of our innovative client ecosystem. We're seeking a customer-obsessed professional to deliver exceptional technical assistance to Bay Area businesses while enjoying the flexibility of full-time remote work. In this role, you'll troubleshoot complex IT issues, optimize system performance, and drive digital transformation for high-growth startups and established enterprises. Our competitive compensation package includes health benefits, professional development stipends, and equity opportunities.
As a key member of our IT Operations team, you'll collaborate with cross-functional departments to implement cutting-edge solutions while maintaining our industry-leading 99.7% customer satisfaction rate. We pride ourselves on fostering a culture of continuous learning and innovation, where your technical expertise will directly impact thousands of users daily.
Responsibilities
- Diagnose and resolve complex technical issues across Windows/macOS environments via phone, chat, and remote access
- Manage end-to-end ticket lifecycle in Zendesk with SLA adherence and documentation best practices
- Proactively monitor system health using Splunk and SolarWinds to prevent outages
- Deploy and configure cloud infrastructure solutions including AWS and Microsoft Azure
- Develop and maintain technical documentation for troubleshooting procedures
- Collaborate with engineering teams to escalate critical infrastructure issues
- Conduct user training sessions on security protocols and software utilization
Qualifications
- 3+ years of enterprise-level technical support experience with remote work exposure
- Expert proficiency in Active Directory, VPN configurations, and endpoint management
- CompTIA A+/Network+ or equivalent cloud certifications preferred
- Advanced troubleshooting skills across hardware, software, and network layers
- Experience with ticketing systems (Zendesk/ServiceNow) and ITSM frameworks
- Strong communication skills with ability to translate technical concepts to non-technical audiences
- Proven ability to manage multiple priorities in fast-paced environments