Job Description
Join our elite remote tech support team and elevate your career with NexGen Solutions Inc., a leader in cutting-edge IT infrastructure. We're seeking a Senior Remote Tech Support Specialist to deliver exceptional service to Fortune 500 clients while working from the comfort of your home office in Buffalo, NY. Enjoy competitive compensation, comprehensive benefits, and a flexible schedule designed for top-tier professionals.
This role offers unparalleled opportunities to work with enterprise-level systems, mentor junior technicians, and drive innovation in remote support methodologies. Your expertise will directly impact our clients' operational excellence and technological advancement.
Responsibilities
- Provide Tier 3 technical support for complex enterprise systems including cloud platforms, virtualization, and network infrastructure
- Develop and implement advanced troubleshooting protocols for mission-critical applications
- Mentor junior support staff through knowledge sharing and documentation best practices
- Collaborate with engineering teams to resolve systemic issues and optimize system performance
- Create detailed technical documentation and SOPs for remote support processes
- Lead incident response for high-priority system outages and security incidents
- Analyze support metrics to identify trends and implement continuous improvement strategies
Qualifications
- Bachelor's degree in Computer Science or related field (or equivalent experience)
- 5+ years of enterprise-level technical support experience with remote teams
- Expertise in Windows Server, Active Directory, and enterprise networking
- Strong knowledge of cloud platforms (AWS/Azure/GCP) and virtualization technologies
- Advanced troubleshooting skills for complex hardware and software issues
- Industry certifications (CompTIA, Microsoft, or Cisco) required
- Exceptional communication skills with ability to explain technical concepts to non-technical stakeholders
- Proven experience with ticketing systems (ServiceNow, Jira) and remote monitoring tools