Job Description
Join our award-winning IT team as a Remote Tech Support Specialist in Charlotte, NC! We're seeking tech-savvy professionals to deliver exceptional customer service while solving complex technical challenges. Enjoy flexible remote work with competitive benefits, career growth opportunities, and a collaborative culture focused on innovation. Why TechFlow? We invest in your development through certifications, cutting-edge tools, and quarterly team-building events. Apply today to become part of Charlotte's fastest-growing tech employer!
Responsibilities
- Diagnose and resolve hardware/software issues via phone, chat, and remote desktop
- Manage ticketing systems with SLA adherence and 95%+ resolution rates
- Onboard new users with device setup, account provisioning, and training
- Document solutions in knowledge base with clear technical documentation
- Collaborate with Tier 2 engineers for complex network/security escalations
- Implement security protocols including MFA and endpoint protection
- Monitor system health through proactive monitoring tools
Qualifications
- 3+ years enterprise-level technical support experience
- Expertise in Windows OS, Active Directory, and Office 365
- CompTIA A+/Network+ or equivalent certification required
- Proficiency in remote support tools (TeamViewer, AnyDesk, SCCM)
- Strong written/verbal communication with customer focus
- Ability to troubleshoot VPN, VoIP, and cloud infrastructure
- Experience with ITIL ticket management processes
- BS in IT or related field preferred