Job Description
Join TechSolutions Inc., a leading innovator in cloud infrastructure, as our Senior Remote Tech Support Specialist. Based in Boston with a fully remote-friendly policy, you'll empower clients across the US to resolve technical challenges seamlessly. Enjoy competitive benefits, flexible hours, and a collaborative culture that values work-life balance. Our team leverages cutting-edge tools to deliver exceptional service in a dynamic, fast-paced environment.
Responsibilities
- Provide Tier 3 technical support via phone, email, and chat for enterprise clients
- Diagnose and resolve complex hardware/software issues across Windows/macOS/Linux systems
- Document cases in ServiceNow with detailed resolution steps and preventive measures
- Collaborate with engineering teams to escalate critical infrastructure issues
- Develop and maintain troubleshooting knowledge base articles
- Mentor junior support staff on advanced diagnostic methodologies
Qualifications
- 5+ years in enterprise IT support with 2+ years remote experience
- Expertise in Active Directory, Azure AD, and cloud platforms (AWS/Azure)
- CompTIA Security+ or equivalent certification required
- Proficiency in scripting (Python/PowerShell) for automation
- Exceptional written/verbal communication with strong customer empathy
- Experience with Jira, ServiceNow, or similar ticketing systems