Job Description
Join TechFlow Solutions' award-winning remote support team and transform how businesses in Philadelphia thrive on technology! We're seeking a passionate Senior Tech Support Specialist to deliver exceptional remote IT services to our diverse client base. Enjoy flexible hours, comprehensive benefits, and cutting-edge tools while making a tangible impact in a collaborative environment. This is your chance to elevate your career in one of America's most innovative tech hubs without ever leaving your home office.
Why TechFlow Solutions? Our commitment to employee growth and client satisfaction has earned us recognition as Philadelphia's Top Workplace for 3 consecutive years. You'll receive industry-leading training, quarterly innovation stipends, and access to our exclusive professional development platform.
Responsibilities
- Deliver expert remote technical support for Windows/macOS systems, cloud infrastructure, and enterprise applications
- Diagnose and resolve complex hardware/software issues via ticketing systems, phone, and remote access tools
- Create detailed technical documentation and SOPs for recurring client issues
- Collaborate with Tier 2 engineers and network specialists for escalated troubleshooting
- Conduct quarterly system health checks and proactive maintenance for key accounts
- Train clients on new security protocols and best practices for data protection
- Maintain 95%+ customer satisfaction score through personalized support experiences
Qualifications
- 3+ years of enterprise-level remote tech support experience
- Expert knowledge of Active Directory, Azure AD, and cloud service platforms (AWS/GCP)
- CompTIA Security+ certification or equivalent (CISSP/CISM preferred)
- Proficiency with remote desktop tools (TeamViewer, AnyDesk, or Splashtop)
- Strong diagnostic skills for Windows 10/11 and macOS troubleshooting
- Experience with ITSM platforms (ServiceNow, Jira Service Desk, or Zendesk)
- Excellent written and verbal communication skills with technical aptitude
- Ability to work independently with minimal supervision in a remote setting