Job Description
Join TechNova Solutions as a Remote Tech Support Specialist and become an integral part of our award-winning customer success team. We're seeking tech-savvy professionals to provide exceptional remote support to our Boston-based clients. This is your opportunity to launch your career in IT with immediate start date and flexible remote work arrangements.
As a key member of our technical support division, you'll diagnose and resolve complex technical issues while delivering outstanding customer experiences. Our comprehensive training program ensures rapid onboarding, and we offer clear career advancement paths into network security, cloud infrastructure, and systems administration.
Responsibilities
- Provide Tier 2/3 technical support for hardware, software, and network issues via remote desktop and ticketing systems
- Diagnose and resolve complex technical problems including OS troubleshooting, VPN connectivity, and application errors
- Document all interactions in ServiceNow with detailed technical notes and resolution steps
- Collaborate with cross-functional teams to escalate and resolve persistent issues
- Maintain SLA compliance while maintaining high customer satisfaction scores
- Conduct remote system installations, configurations, and security patching
- Mentor junior support staff on best practices and troubleshooting methodologies
Qualifications
- Minimum 2 years of experience in technical support or helpdesk environments
- CompTIA A+ or equivalent industry certification required
- Proficiency in Windows OS, Active Directory, and Microsoft 365
- Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP)
- Experience with remote support tools (TeamViewer, AnyDesk, or ConnectWise)
- Excellent written and verbal communication skills
- Ability to work independently with minimal supervision
- US citizenship or valid work authorization required