Job Description
Join TechSolve Solutions' award-winning team and start your remote tech support career tomorrow! We're urgently hiring passionate tech professionals to deliver exceptional customer support from the comfort of your home office. As a Remote Tech Support Specialist, you'll be the frontline hero resolving critical IT issues for enterprise clients while enjoying our industry-leading benefits package. Work with cutting-edge technology in a flexible, collaborative environment where your expertise directly impacts customer satisfaction and business growth. Start tomorrow – apply now to secure your spot in our dynamic remote workforce!
Responsibilities
- Diagnose and resolve complex technical issues across Windows/macOS systems, networks, and cloud applications via remote desktop and phone support
- Provide exceptional customer service with 95%+ resolution rate and maintain detailed ticket documentation in ServiceNow
- Proactively monitor client systems using SolarWinds and implement preventive maintenance protocols
- Collaborate with Tier 2 engineers to escalate unresolved issues while maintaining ownership throughout resolution lifecycle
- Conduct virtual onboarding sessions for new clients and create knowledge base articles for common troubleshooting scenarios
- Meet/exceed SLA targets with <2-hour average response time and 30-minute first-contact resolution
Qualifications
- 2+ years of hands-on technical support experience with Windows 10/11 and macOS environments
- CompTIA A+ or equivalent certification (Network+/Security+ preferred)
- Proficiency in remote support tools (TeamViewer, AnyDesk, LogMeIn) and ticketing systems (Zendesk, Jira)
- Strong diagnostic skills for hardware, software, and network connectivity issues
- Excellent written/verbal communication with ability to translate technical concepts for non-technical users
- High-speed internet connection (minimum 50 Mbps) and dedicated quiet home office space
- Ability to work flexible hours including weekends for 24/7 coverage rotation