Job Description
Join TechConnect Solutions as a Senior Remote Tech Support Specialist and become a vital part of our innovative IT team. We're seeking a customer-focused professional to deliver exceptional technical assistance to our clients across the Laredo region. This fully remote position offers the flexibility to work from home while making a significant impact in our growing tech ecosystem. Enjoy competitive compensation, comprehensive benefits, and opportunities for professional growth in a dynamic environment.
Why TechConnect? We pride ourselves on fostering a culture of innovation, collaboration, and continuous learning. As a remote team member, you'll have access to cutting-edge tools, ongoing training programs, and a supportive network of tech professionals dedicated to excellence.
Responsibilities
- Diagnose and resolve complex hardware/software issues via remote support channels (phone, chat, email)
- Provide Tier 3 troubleshooting for network connectivity, system performance, and security protocols
- Document all support interactions using ITSM software with precision and detail
- Develop and maintain comprehensive knowledge base articles for recurring technical issues
- Collaborate with cross-functional teams to implement proactive system monitoring solutions
- Mentor junior support staff through knowledge sharing and best practices
- Participate in after-hours on-call rotation (1 week per month)
Qualifications
- 3+ years of enterprise-level technical support experience with remote work capabilities
- Expertise in Windows OS, Active Directory, and cloud-based infrastructure (AWS/Azure)
- CompTIA Network+ or equivalent networking certification required
- Proficient with ticketing systems (ServiceNow, Jira) and remote desktop tools (TeamViewer, AnyDesk)
- Strong analytical skills with ability to troubleshoot multi-layered technical problems
- Exceptional communication skills with proven ability to translate technical concepts for non-technical users
- Valid Texas driver's license and reliable home internet connection (minimum 50 Mbps)
- Ability to work independently with minimal supervision while maintaining SLA compliance