Job Description
Join our innovative team as a Senior Remote Tech Support Specialist and become the backbone of our client's digital infrastructure. We're seeking a highly skilled professional to deliver exceptional technical support to enterprise clients across diverse industries. This direct hire opportunity offers the flexibility of remote work while maintaining deep connections with our Santa Ana-based operations. You'll troubleshoot complex issues, implement cutting-edge solutions, and drive customer satisfaction in a fast-paced environment. Enjoy competitive compensation, comprehensive benefits, and career growth opportunities with a leader in tech support services.
Responsibilities
- Provide Tier 3 technical support for cloud-based systems, SaaS applications, and network infrastructure
- Diagnose and resolve complex hardware/software issues via remote access tools
- Develop and maintain comprehensive documentation for troubleshooting procedures
- Collaborate with cross-functional teams to implement system improvements
- Monitor system performance and proactively address potential vulnerabilities
- Train junior support staff on advanced troubleshooting methodologies
- Manage service level agreements (SLAs) and customer communication protocols
Qualifications
- 5+ years of experience in enterprise-level technical support or IT operations
- Expertise in Windows Server, Active Directory, and cloud platforms (AWS/Azure)
- Strong knowledge of networking fundamentals (TCP/IP, DNS, VPNs)
- CompTIA Network+ or equivalent certification required
- Experience with ticketing systems (ServiceNow, Jira) and remote desktop tools
- Exceptional problem-solving abilities and customer service orientation
- Ability to work independently with minimal supervision
- Valid California driver's license (for occasional on-site visits)