Job Description
Join InnovateTech Solutions as a Senior Remote Tech Support Specialist and become the hero behind our clients' digital experiences. We're seeking a technically skilled professional to deliver exceptional remote IT support to our Charlotte-based clients while working from anywhere in the US. Enjoy competitive compensation, comprehensive benefits, and the flexibility to thrive in a dynamic environment where your expertise directly impacts business success.
Responsibilities
- Provide Tier 2-3 technical support via phone, email, and remote desktop for complex hardware/software issues
- Diagnose and resolve network connectivity, security, and system performance problems
- Deploy and configure cloud-based solutions including Microsoft 365 and AWS services
- Create detailed documentation of troubleshooting procedures and knowledge base articles
- Collaborate with cross-functional teams to implement system upgrades and security patches
- Maintain SLA compliance and customer satisfaction metrics above 95%
Qualifications
- 5+ years of experience in remote IT support with enterprise-level systems
- CompTIA Network+ and Security+ certifications (or equivalent)
- Proficiency in Windows Server administration and Active Directory
- Strong expertise in virtualization (VMware/Hyper-V) and cloud infrastructure
- Excellent written/verbal communication skills with customer-first mindset
- Ability to work independently with minimal supervision in a remote setting
- Experience with ITSM tools like ServiceNow or Jira