Job Description
Join our award-winning IT team as a Remote Tech Support Specialist and become the go-to problem solver for our clients across Raleigh, NC and beyond. We're seeking a tech-savvy professional to deliver exceptional remote support through cutting-edge virtual tools while enjoying the flexibility of working from home. As a key member of our 24/7 support infrastructure, you'll directly impact customer satisfaction and operational efficiency.
We offer competitive benefits, professional development stipends, and a collaborative remote-first culture where your expertise is valued. If you're passionate about technology and helping others thrive in the digital space, this is your opportunity to excel.
Responsibilities
- Diagnose and resolve complex hardware/software issues via remote desktop tools and virtual support sessions
- Provide expert-level troubleshooting for Windows/macOS systems, networking, and cloud applications
- Document all support tickets, solutions, and knowledge base articles in our CRM system
- Collaborate with cross-functional teams to implement proactive system monitoring and preventive solutions
- Train end-users on new technologies and security best practices through virtual workshops
- Monitor system performance and escalate critical incidents according to SLA protocols
- Contribute to continuous improvement of support workflows and documentation
Qualifications
- 3+ years of hands-on technical support experience with remote/virtual environments
- Expert-level proficiency in Windows OS, macOS, Active Directory, and enterprise networking
- CompTIA A+/Network+ certification or equivalent technical credentials
- Exceptional written and verbal communication skills with customer-first mindset
- Proven ability to troubleshoot complex issues independently and under pressure
- Experience with ticketing systems (Jira, Zendesk) and remote support platforms (TeamViewer, AnyDesk)
- Strong analytical skills and ability to document technical processes clearly