Job Description
Join our award-winning remote tech support team and revolutionize how businesses in Boston and beyond solve complex IT challenges. We're seeking a passionate Senior Tech Support Specialist to deliver exceptional service while enjoying the flexibility of 100% remote work. At TechSolutions, we combine cutting-edge technology with a people-first approach to create seamless digital experiences for our clients.
Why You'll Love Working With Us:
- Industry-leading remote work infrastructure with premium home office stipend
- Continuous upskilling opportunities with annual $3,000 education fund
- Health/dental/vision insurance + 401(k) with 6% company match
- Quarterly team-building retreats in Boston's innovation district
- Clear career progression to Tier 3/Lead Support roles
Responsibilities
- Diagnose and resolve complex hardware/software issues via remote desktop tools
- Manage ticket queues in Zendesk with SLA adherence for Fortune 500 clients
- Develop SOPs for recurring issues to improve team efficiency
- Train junior specialists on advanced troubleshooting methodologies
- Collaborate with Tier 3 engineers on escalated security incidents
- Document resolutions in knowledge base with technical accuracy
- Conduct quarterly client satisfaction reviews for assigned accounts
Qualifications
- 5+ years enterprise-level remote tech support experience
- Expertise in Windows Server, Active Directory, and cloud infrastructure (AWS/Azure)
- CompTIA Security+ or equivalent cybersecurity certification
- Advanced proficiency in remote access tools (TeamViewer, AnyDesk)
- Experience with ITIL framework and ticketing systems
- Exceptional written communication for technical documentation
- Ability to troubleshoot network issues (VPNs, firewalls, VLANs)
- BS in IT/Computer Science or equivalent experience