Job Description
Join Nashville's fastest-growing tech firm as a Senior Tech Support Specialist and revolutionize how businesses manage their IT infrastructure. We're seeking a remote professional to deliver exceptional technical support to our diverse client base across the Southeast. This 100% remote role offers competitive compensation, flexible hours, and opportunities for professional growth in a dynamic environment. Work from anywhere while making a tangible impact on Nashville's thriving tech scene.
Responsibilities
- Provide Tier 2/3 technical support via phone, chat, and remote desktop for enterprise clients
- Diagnose and resolve complex hardware, software, and network issues using diagnostic tools
- Document all support cases in ticketing systems with detailed resolution steps
- Collaborate with engineering teams to escalate critical incidents and implement patches
- Develop and maintain technical documentation including SOPs and knowledge base articles
- Conduct virtual onboarding/training for new clients on IT systems and security protocols
- Monitor system health using monitoring tools and proactively address potential issues
Qualifications
- 3+ years of experience in enterprise-level tech support or helpdesk operations
- Expert knowledge of Windows OS, Active Directory, and cloud platforms (AWS/Azure)
- CompTIA Security+ or equivalent cybersecurity certification required
- Proficient in remote support tools (TeamViewer, AnyConnect, or similar)
- Strong troubleshooting skills with networking fundamentals (TCP/IP, DNS, DHCP)
- Excellent written/verbal communication with ability to translate technical concepts
- Experience with ITIL processes and ticketing systems (ServiceNow, Jira)
- Ability to work independently with minimal supervision in a remote environment