Job Description
We are looking for a highly skilled Remote Technical Support Specialist to join our award-winning team in Milwaukee, WI. This is a fully remote position where we prioritize equipping our employees with premium hardware to ensure peak productivity.
Why Join Us?
At Apex Innovations, we don't just offer a job; we offer a career equipped for success. We provide a comprehensive home office setup so you can work from anywhere without compromise.
- Hardware Package: State-of-the-art MacBook Pro or Dell XPS 13.
- Peripherals: 27-inch 4K UltraWide Monitor, ergonomic keyboard, and noise-canceling headphones.
- Software: Premium security and productivity licenses pre-installed.
As a key member of our support team, you will be the first line of defense for our clients, resolving complex technical issues and ensuring seamless operations.
Responsibilities
- Provide Tier 2 and Tier 3 technical support via phone, chat, and email.
- Diagnose and resolve hardware and software issues on Windows, macOS, and Linux platforms.
- Manage and prioritize incoming IT tickets using Zendesk or Jira Service Management.
- Install, configure, and troubleshoot remote access tools and VPNs.
- Collaborate with the engineering team to document technical processes and create knowledge base articles.
- Conduct virtual training sessions for end-users on new software deployments.
Qualifications
- Minimum of 2 years of experience in Technical Support, Help Desk, or IT Customer Service.
- Strong working knowledge of Microsoft Office 365, Active Directory, and troubleshooting network protocols.
- Excellent written and verbal communication skills with the ability to explain complex technical concepts to non-technical users.
- Must have a reliable high-speed internet connection and a dedicated home workspace.
- Ability to work flexible hours, including occasional evening or weekend coverage.