Job Description
Join our elite remote tech support team in Fort Worth and elevate your career with industry-leading compensation and cutting-edge projects. As a Senior Remote Tech Support Specialist, you'll provide world-class technical assistance to Fortune 500 clients while enjoying the flexibility of 100% remote work. We offer comprehensive benefits, professional development stipends, and a culture that values innovation and work-life balance. This high-paying role combines your technical expertise with exceptional customer service to deliver seamless IT solutions across diverse industries.
Responsibilities
- Deliver advanced remote technical support for complex hardware/software systems including cloud infrastructure, SaaS applications, and network configurations
- Act as primary escalation point for Tier 2 support issues, resolving critical system outages and performance bottlenecks
- Develop and maintain comprehensive documentation for troubleshooting procedures and knowledge base articles
- Collaborate with cross-functional teams including DevOps, Security, and Infrastructure to implement proactive monitoring solutions
- Train and mentor junior support staff on advanced diagnostic techniques and customer communication protocols
- Analyze support metrics to identify trends and implement continuous improvement strategies
Qualifications
- 5+ years of experience in enterprise-level technical support with 3+ years in remote/async environments
- Expert-level proficiency in Windows Server administration, Active Directory, and virtualization platforms (VMware/Hyper-V)
- Strong knowledge of network protocols (TCP/IP, DNS, DHCP) and security best practices
- CCNA or equivalent network certification required; CompTIA Security+ preferred
- Proven ability to diagnose and resolve complex issues with minimal supervision
- Exceptional written and verbal communication skills with ability to translate technical concepts for non-technical stakeholders
- Experience with ticketing systems (ServiceNow/Jira) and remote desktop tools (TeamViewer/RDP)