Job Description
Join our award-winning team as a Senior Technical Support Specialist and become the hero of our remote workforce! InnovateTech Solutions is seeking a tech-savvy professional to deliver exceptional remote IT support to our Santa Ana-based clients. This direct-hire opportunity offers the perfect blend of technical challenge and career growth in a dynamic environment where your expertise directly impacts business success. Enjoy flexible remote work while supporting cutting-edge technologies in a collaborative, forward-thinking culture.
Responsibilities
- Provide Tier 2-3 technical support via phone, chat, and remote desktop for 100+ remote employees
- Diagnose and resolve complex hardware/software issues including OS, cloud applications, and network connectivity
- Implement and maintain security protocols across remote workstations and cloud environments
- Document all support tickets using ServiceNow with detailed resolution steps and preventive measures
- Collaborate with network engineering team on infrastructure optimization projects
- Train employees on cybersecurity best practices and new technology implementations
- Contribute to knowledge base development and SOP creation for recurring technical issues
Qualifications
- 3+ years of hands-on technical support experience in remote/hybrid environments
- Expertise in Windows/macOS troubleshooting, cloud platforms (Azure/GCP), and networking fundamentals
- CompTIA A+, Network+, or equivalent certification required
- Proven experience with ticketing systems (ServiceNow, Zendesk) and remote access tools
- Strong written communication skills with ability to explain technical concepts to non-technical users
- Experience with endpoint management solutions (Intune, Jamf) preferred
- Bachelor's degree in IT or related field OR equivalent military/industry experience