Job Description
Join TechConnect Solutions Inc., a leading remote-first IT services provider, as a Remote Tech Support Specialist with flexible hours! We're seeking tech-savvy professionals in Pittsburgh to deliver exceptional customer support while enjoying work-life balance. Our remote platform empowers you to troubleshoot complex technical issues from the comfort of your home, with full benefits including health insurance, 401(k) matching, and professional development stipends.
As a core member of our Pittsburgh-based team, you'll leverage cutting-edge tools to resolve user inquiries across cloud services, hardware, and software platforms. We value initiative and offer growth opportunities into cybersecurity and cloud architecture roles. Perfect for students, caregivers, or professionals seeking adaptable schedules without compromising impact.
Responsibilities
- Diagnose and resolve technical issues via remote access, phone, and ticketing systems
- Provide Tier 2 support for cloud platforms (AWS/Azure), SaaS applications, and end-user devices
- Document troubleshooting processes and create knowledge base articles
- Collaborate with Pittsburgh-based engineering teams on complex infrastructure problems
- Maintain SLA compliance with 95% first-contact resolution rate
- Proactively monitor systems using AIOps tools to prevent outages
- Train users on security best practices and remote work protocols
Qualifications
- 2+ years in technical support with remote/distributed team experience
- CompTIA A+/Network+ or equivalent industry certification
- Proficiency in Windows/macOS, Active Directory, and VPN technologies
- Strong troubleshooting skills for networking (TCP/IP, DNS, DHCP) and cloud services
- Exceptional written/verbal communication with empathy-first approach
- Ability to work independently during flexible shifts (evenings/weekends)
- Familiarity with Zendesk, Jira, or similar ticketing platforms
- Pittsburgh residency preferred (timezone alignment)