Job Description
Join NexusTech Solutions as a Senior Remote Tech Support Specialist and become the backbone of our cutting-edge IT infrastructure. We're seeking a passionate problem-solver to deliver exceptional technical support to our enterprise clients across the Dallas-Fort Worth metroplex. Enjoy 100% remote work with a competitive benefits package including health insurance, 401(k) matching, and professional development stipends. This role offers the perfect blend of technical challenge and career growth in one of America's most dynamic tech hubs.
Responsibilities
- Provide Tier 2/3 technical support for complex hardware/software issues across Windows, macOS, and cloud platforms
- Manage ticket lifecycle in ServiceNow, ensuring SLA compliance and client satisfaction
- Document troubleshooting procedures and create knowledge base articles for team scalability
- Collaborate with cybersecurity teams on incident response and vulnerability remediation
- Train junior support staff on advanced troubleshooting methodologies
- Conduct quarterly system health audits for key client infrastructure
Qualifications
- 5+ years of enterprise-level technical support experience with remote work proficiency
- Expertise in Active Directory, VPN configurations, and endpoint management tools
- CompTIA Security+ or equivalent cybersecurity certification required
- Experience with VoIP systems and network troubleshooting (TCP/IP, DNS, DHCP)
- Strong analytical skills with ability to diagnose root causes of complex technical issues
- Excellent communication skills with ability to translate technical concepts for non-technical stakeholders
- CCNA or Network+ certification preferred