Job Description
Join our award-winning IT team as a Senior Remote Tech Support Specialist! We're urgently seeking tech-savvy professionals to deliver exceptional remote support to Fortune 500 clients across New York City. Enjoy competitive compensation, comprehensive benefits, and a fully flexible remote work environment while solving complex technical challenges in a fast-paced setting.
Responsibilities
- Provide Tier 2-3 technical support via phone, chat, and remote desktop for enterprise hardware/software systems
- Diagnose and resolve network connectivity issues, system crashes, and security vulnerabilities
- Document all troubleshooting steps and solutions in ticketing systems (ServiceNow/Jira)
- Collaborate with development teams to escalate complex bugs and improve system stability
- Train clients on new technologies and security best practices
- Monitor system health and proactively address potential outages
- Maintain 95%+ customer satisfaction rating with SLA adherence
Qualifications
- 5+ years of enterprise-level remote tech support experience
- Expert knowledge of Windows/macOS, Active Directory, and cloud infrastructure (AWS/Azure)
- CompTIA Security+ and Network+ certifications required
- Experience with remote support tools (TeamViewer, AnyDesk, or ConnectWise)
- Strong problem-solving abilities with excellent written/verbal communication
- Ability to work independently and manage multiple high-priority tickets
- NYC residency preferred for timezone alignment
- Valid US driver's license for occasional on-site visits