Job Description
Join NexusTech Solutions as a Senior Remote Tech Support Specialist and become a critical part of our award-winning IT infrastructure team. We're seeking a dedicated professional to provide exceptional technical support to our clients across the Charlotte metropolitan area through fully remote work arrangements. This role offers the flexibility of remote work while connecting you to Charlotte's thriving tech ecosystem. Enjoy competitive compensation, comprehensive benefits, and opportunities for professional growth in a supportive environment.
What We Offer:
- 100% remote work with flexible hours
- Health, dental, and vision insurance
- 401(k) with company matching
- Professional development stipend
- Annual team retreats in Charlotte
Responsibilities
- Diagnose and resolve complex hardware/software issues via remote access tools
- Provide Tier 2/3 support for enterprise clients using ServiceNow and Jira
- Document technical solutions in knowledge base with detailed SOPs
- Collaborate with cross-functional teams to resolve systemic issues
- Maintain security compliance protocols (SOC2, ISO 27001)
- Train junior support staff on advanced troubleshooting techniques
- Monitor ticket queues with SLA adherence metrics
Qualifications
- 5+ years in enterprise-level technical support
- CompTIA A+, Network+, or Security+ certification
- Expertise in Windows Server 2019/2022 and Active Directory
- Experience with remote support tools (TeamViewer, Splashtop)
- Strong knowledge of cloud services (AWS, Azure, GCP)
- Excellent written and verbal communication skills
- Ability to work independently with minimal supervision
- Relevant bachelor's degree or equivalent experience