Job Description
Join our award-winning IT support team as a Senior Remote Tech Support Specialist based in Philadelphia, PA. We're seeking a customer-focused tech expert to deliver exceptional remote support to enterprise clients. Enjoy a fully remote position with competitive compensation, comprehensive benefits, and opportunities for career growth in a dynamic tech environment.
What We Offer: Flexible work hours, professional development stipend, health/vision/dental insurance, 401(k) matching, and monthly team virtual meetups.
Responsibilities
- Provide Tier 2-3 technical support via phone, chat, and remote desktop for 500+ enterprise clients
- Diagnose and resolve complex hardware/software issues including Windows/macOS, network connectivity, and cloud services
- Document all troubleshooting steps and solutions in ServiceNow with SLA adherence
- Collaborate with cross-functional teams (DevOps, Security) on incident resolution
- Develop and maintain technical documentation and knowledge base articles
- Mentor junior support staff through peer review sessions
- Proactively monitor system health and implement preventive measures
Qualifications
- 5+ years of experience in enterprise IT support with remote work proficiency
- Expert-level knowledge of Windows 10/11, macOS, Active Directory, and cloud platforms (AWS/Azure)
- Industry certifications: CompTIA A+/Network+ or Microsoft 365 Certified: Modern Desktop Administrator
- Strong analytical skills with experience in ticketing systems (ServiceNow/Jira)
- Excellent written/verbal communication with ability to translate technical concepts
- Experience with VPN setups, endpoint security (CrowdStrike/EDR), and VoIP systems
- Bachelor's degree in Computer Science or related field preferred