Job Description
Are you a driven professional looking to master the art of remote work? PhillyConnect Solutions is looking for a Senior Technical Support Specialist to join our elite remote workforce. We are a forward-thinking company based in Philadelphia, PA, dedicated to delivering world-class technical assistance during the critical night shift hours.
As a key player in our team, you will leverage your expertise to troubleshoot complex technical issues for enterprise clients, ensuring seamless operations from the comfort of your home. We pride ourselves on a culture of autonomy, high performance, and premium employee benefits. If you have a knack for problem-solving and thrive in a flexible environment, this is your opportunity to elevate your career.
Responsibilities
- Provide advanced technical troubleshooting and resolution for hardware, software, and network issues.
- Manage and prioritize incoming support tickets with a focus on reducing resolution time.
- Document all technical interactions and create comprehensive knowledge base articles for internal and external use.
- Escalate complex issues to senior engineering teams and collaborate on long-term solutions.
- Conduct nightly system audits to ensure security protocols are strictly followed.
- Mentor junior support staff during overlapping hours to foster team growth.
- Adhere to company SLAs (Service Level Agreements) to ensure 99.9% customer satisfaction.
Qualifications
- Minimum of 3-5 years of experience in Technical Support, IT Helpdesk, or a related field.
- Proven ability to work effectively in a remote, night shift environment.
- Strong proficiency with Windows, Linux, and cloud-based platforms (AWS/Azure).
- Excellent written and verbal communication skills; ability to explain complex concepts simply.
- Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience.
- Reliable high-speed internet connection and a quiet, professional home office setup.
- Strong analytical thinking and attention to detail.