Job Description
Join TechFlow Solutions, a cutting-edge tech services firm headquartered in Boston, as a Remote Tech Support Specialist. We're revolutionizing how businesses manage IT infrastructure with our award-winning cloud solutions. This full-time role offers unparalleled flexibility - set your own schedule while working from anywhere in the US. Enjoy comprehensive benefits including health insurance, 401(k) matching, and professional development stipends. As a key member of our Boston-based team, you'll directly impact how Fortune 500 companies optimize their digital ecosystems.
Responsibilities
- Provide Tier 2/3 technical support for enterprise clients via phone, chat, and remote access
- Diagnose and resolve complex hardware/software issues across Windows/macOS/Linux environments
- Document troubleshooting procedures and create knowledge base articles
- Collaborate with Boston-based engineering team on infrastructure improvements
- Maintain SLAs with 99.5% first-contact resolution rate
- Lead virtual training sessions for client IT teams
- Monitor and optimize ticket management system performance
Qualifications
- 3+ years enterprise-level technical support experience
- CompTIA Network+ or equivalent certification required
- Expertise in Active Directory, Azure AD, and cloud infrastructure
- Advanced troubleshooting skills for network, security, and application issues
- Experience with ticketing systems (ServiceNow/Jira)
- Exceptional written and verbal communication skills
- Ability to work independently with minimal supervision
- Portfolio demonstrating complex problem-solving cases