Job Description
Join our award-winning IT team as a Senior Tech Support Specialist and deliver exceptional remote technical assistance to enterprise clients across Charlotte and beyond. We're seeking a customer-obsessed professional with deep technical expertise to resolve complex hardware/software issues while maintaining industry-leading satisfaction metrics. Enjoy a fully remote work environment with competitive compensation, comprehensive benefits, and career growth opportunities in one of America's fastest-growing tech hubs.
Responsibilities
- Diagnose and resolve Tier 2-3 technical issues including network connectivity, OS troubleshooting, and enterprise software conflicts
- Provide white-glove support via phone, chat, and remote desktop for Fortune 500 clients
- Document solutions in ticketing systems with detailed technical specifications
- Collaborate with engineering teams to escalate and resolve systemic infrastructure issues
- Develop and maintain knowledge base articles for recurring technical challenges
- Conduct periodic remote system health checks and preventive maintenance
- Mentor junior support staff on advanced troubleshooting methodologies
Qualifications
- 5+ years in enterprise-level technical support with remote work experience
- Expert proficiency in Windows Server 2019+, macOS, and Linux environments
- CompTIA Network+ or equivalent networking certification required
- Experience with enterprise tools: ServiceNow, SCCM, TeamViewer, and Jira
- Strong analytical skills with ability to troubleshoot complex multi-system issues
- Exceptional customer communication skills with ability to translate technical concepts
- CCNA or AWS certification preferred
- Proven track record of maintaining >95% customer satisfaction metrics