Job Description
Join CyberSecure Solutions Inc. as a Senior Tech Support Specialist and become the hero behind our seamless digital operations. We're seeking a passionate remote professional to deliver exceptional technical support to enterprise clients across North America. In this fully remote role based in Buffalo, NY, you'll solve complex IT challenges while advancing your career in a cutting-edge cybersecurity environment. Enjoy flexible hours, comprehensive benefits, and opportunities for professional growth in one of America's most affordable tech hubs.
Responsibilities
- Provide Tier 3 technical support for enterprise clients via phone, email, and remote access
- Diagnose and resolve hardware/software issues including OS, networking, and security protocols
- Document all interactions using ServiceNow ticketing system with detailed resolution steps
- Collaborate with engineering teams to escalate critical infrastructure issues
- Develop and maintain technical documentation including troubleshooting guides
- Conduct virtual training sessions for client IT staff on security best practices
Qualifications
- 5+ years of enterprise-level IT support experience
- Expertise in Windows/Linux systems and cloud platforms (AWS/Azure)
- CompTIA Security+ or equivalent cybersecurity certification required
- Proven ability to troubleshoot complex networking issues (TCP/IP, DNS, VPN)
- Excellent written communication skills for technical documentation
- Experience with remote access tools (TeamViewer, AnyDesk, RDP)
- Ability to work independently in a fully remote environment