Job Description
Join our dynamic team as a Remote Tech Support Specialist in Irvine, CA and become the backbone of our digital transformation journey. We're seeking a tech-savvy professional to deliver exceptional remote technical support to our global client base. This fully remote position offers the flexibility to work from anywhere while making a tangible impact in a rapidly growing tech company. Enjoy competitive compensation, comprehensive benefits, and opportunities for career advancement in a collaborative environment.
Responsibilities
- Provide Tier 2/3 remote technical support via phone, email, and chat for enterprise clients
- Diagnose and resolve complex hardware/software issues across Windows/macOS environments
- Implement and document security protocols for remote access and data protection
- Collaborate with engineering teams to escalate and resolve system-level issues
- Create and maintain technical documentation, SOPs, and troubleshooting guides
- Maintain SLAs with 99.5% first-contact resolution rate
- Conduct quarterly training sessions for clients on security best practices
Qualifications
- 3+ years of enterprise-level remote technical support experience
- Expertise in Active Directory, VPN configurations, and cloud platforms (AWS/Azure)
- CompTIA A+/Network+ certifications or equivalent
- Proficiency in ticketing systems (Jira, ServiceNow) and remote desktop tools
- Strong analytical skills with ability to troubleshoot complex network issues
- Excellent written and verbal communication skills
- Ability to work independently with minimal supervision in a remote setting
- Experience with endpoint management solutions (Intune, SCCM)