Job Description
Join TechFlow Solutions Inc., a leading innovator in IT infrastructure, as a Remote Tech Support Specialist based in Santa Ana, CA. We're seeking a customer-focused professional to deliver exceptional technical assistance to our enterprise clients. This full-time, direct-hire role offers competitive compensation, comprehensive benefits, and career growth in a dynamic remote environment.
Why TechFlow Solutions? We pride ourselves on fostering a culture of continuous learning, cutting-edge technology adoption, and work-life balance. As a remote-first company, you'll enjoy flexibility while making tangible impacts on client success.
Responsibilities
- Diagnose and resolve complex technical issues across hardware, software, and network systems via remote support channels
- Provide Tier 2/3 troubleshooting for Windows, macOS, cloud platforms (AWS/Azure), and enterprise applications
- Document all support interactions, resolutions, and preventive measures in ServiceNow ticketing system
- Collaborate with cross-functional teams to implement scalable IT solutions and process improvements
- Conduct proactive system health checks and security vulnerability assessments
- Train end-users on best practices for cybersecurity and efficient technology utilization
- Manage SLAs and maintain 99.5% customer satisfaction metrics
Qualifications
- 3+ years of experience in enterprise-level technical support or IT operations
- Expertise in remote support tools (TeamViewer, AnyConnect, Splashtop) and ticketing systems
- CompTIA A+/Network+ or equivalent industry certifications required
- Proficiency in Active Directory, VPN configurations, and cloud infrastructure management
- Exceptional problem-solving abilities with strong analytical and diagnostic skills
- Excellent written/verbal communication with demonstrated customer service aptitude
- Ability to work independently while collaborating effectively in distributed teams
- Bachelor's degree in Computer Science or related field preferred