Job Description
Join our dynamic team as a Remote Tech Support Specialist and become the hero behind seamless user experiences! At TechSolutions Inc., we empower Baltimore's thriving tech community with cutting-edge remote support. Enjoy competitive compensation, flexible hours, and comprehensive benefits while working from anywhere in Maryland. Your expertise will directly impact our clients' digital transformation journey.
Responsibilities
- Diagnose and resolve hardware/software issues via remote tools like TeamViewer and ZenDesk
- Provide exceptional customer support for enterprise-level systems and cloud applications
- Document troubleshooting procedures in our knowledge base with precision
- Collaborate with Tier 2 engineers on complex network and security incidents
- Conduct system audits and proactively optimize performance metrics
- Maintain SLA compliance with 95% first-contact resolution rate
- Train end-users on new software implementations and best practices
Qualifications
- 3+ years of remote IT support experience with Windows/Linux environments
- CompTIA A+/Network+ certification or equivalent industry credentials
- Expertise in Active Directory, Office 365, and VPN configurations
- Strong analytical skills with root-cause methodology expertise
- Exceptional written communication for technical documentation
- Experience with ticketing systems (ServiceNow, Jira) and monitoring tools
- Ability to work independently across multiple time zones
- Preferred: CCNA certification or cloud platform experience (AWS/Azure)