Job Description
Join TechSolutions Inc. as a Senior Remote Tech Support Specialist and become an integral part of our award-winning IT team. We're seeking an experienced professional to deliver exceptional technical assistance to our Boston-based clients while working fully remotely. This is an immediate hire opportunity offering career growth, comprehensive benefits, and a collaborative environment where your expertise makes a tangible impact.
As a key member of our support infrastructure, you'll resolve complex technical challenges, implement innovative solutions, and drive customer satisfaction. Our ideal candidate thrives in fast-paced environments, possesses deep technical knowledge, and is passionate about empowering users through seamless technology experiences. If you're ready to leverage your skills in a dynamic setting with immediate impact, apply today!
Responsibilities
- Diagnose and resolve complex hardware/software issues across Windows/macOS environments
- Provide Tier 3/4 support for network infrastructure, cloud services, and security protocols
- Develop and maintain technical documentation, SOPs, and troubleshooting guides
- Mentor junior support staff and conduct training sessions on emerging technologies
- Collaborate with engineering teams to implement system improvements and preventive measures
- Monitor system performance using tools like SolarWinds and ServiceNow
- Lead incident response during critical outages with SLA-driven urgency
Qualifications
- 5+ years of enterprise-level tech support with 2+ years in remote/hybrid roles
- Expertise in Active Directory, VPN configurations, and cloud platforms (AWS/Azure)
- CompTIA Security+ or equivalent cybersecurity certification required
- Proficiency in scripting (Python/PowerShell) for automation tasks
- Experience with ticketing systems (Jira, Zendesk) and ITIL framework
- Strong analytical skills with ability to troubleshoot multi-layered technical issues
- Excellent communication skills with ability to translate technical concepts for non-technical users