Job Description
We are seeking a highly skilled and dedicated Remote Detroit Weekend IT Support Specialist to join our elite technical team. In this pivotal role, you will ensure business continuity by providing top-tier technical assistance to our clients during critical weekend hours. If you are a problem-solver who thrives in a dynamic environment and values the flexibility of remote work, we want to meet you.
As a key member of our support staff, you will act as the first line of defense for technical issues, ensuring minimal downtime and maximum productivity for our clients. We offer a competitive salary, comprehensive benefits, and a culture that values work-life balance.
Responsibilities
- Resolve Technical Issues: Provide expert troubleshooting for hardware, software, network, and peripheral equipment for remote clients.
- Manage Tickets: Efficiently log, triage, and resolve incoming support tickets using our CRM system, maintaining a high first-contact resolution rate.
- System Monitoring: Perform routine system checks and security updates during the weekend shift to ensure server stability and data integrity.
- Remote Access: Utilize remote desktop tools to assist clients with password resets, account access issues, and software installations.
- User Training: Offer clear, step-by-step guidance to clients via phone or chat to help them self-resolve common technical queries.
- Documentation: Maintain accurate records of technical issues and resolutions in our knowledge base to improve future support processes.
- Communication: Act as a professional point of contact, managing client expectations and escalating complex issues to senior engineers when necessary.
Qualifications
- Experience: Minimum of 2 years of experience in IT support, helpdesk, or technical support roles.
- Availability: Must be available to work exclusively on weekends (Friday through Tuesday, or Saturday/Sunday as per schedule).
- Remote Work Setup: Must have a stable, high-speed internet connection and a dedicated workspace free from distractions.
- Technical Skills: Proficiency in Microsoft Office Suite, Windows 10/11, and basic networking concepts (TCP/IP, DNS).
- Communication: Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Tools: Familiarity with remote support tools (e.g., TeamViewer, LogMeIn) and ticketing systems (e.g., Zendesk, Jira).
- Reliability: A strong work ethic, self-motivation, and the ability to work independently with minimal supervision.