Job Description
Join TechNova Solutions, a leading IT infrastructure provider, as we revolutionize remote technical support for Fortune 500 clients. We're seeking a highly skilled Senior Remote Technical Support Specialist to deliver exceptional service from the comfort of your Jacksonville home. This premium role offers uncapped growth potential with industry-leading compensation and cutting-edge technology stack. Enjoy our comprehensive benefits package including health insurance, retirement matching, and monthly tech stipends. Be part of a collaborative team that values innovation and work-life balance in a fully remote environment.
Responsibilities
- Provide Tier 3 remote technical support to enterprise clients via phone, email, and secure chat
- Diagnose and resolve complex hardware/software issues including cloud infrastructure and network security
- Develop and implement standardized troubleshooting protocols for recurring system failures
- Document all technical solutions in our knowledge base with detailed SOPs
- Mentor junior support staff through virtual training sessions and shadowing opportunities
- Collaborate with engineering teams to escalate critical system vulnerabilities
- Conduct quarterly system health reviews for assigned client portfolios
Qualifications
- 5+ years of enterprise-level technical support experience
- CCNA or CompTIA Security+ certification required
- Expertise in Windows Server, AWS, and Azure environments
- Proven ability to resolve complex network connectivity issues
- Strong written communication skills for technical documentation
- Experience with remote monitoring tools (e.g., SolarWinds, Datadog)
- Ability to work independently with minimal supervision
- Valid US driver's license for occasional on-site support