Technical Support Technician

Remote|Full Time

Job Summary:

We are seeking a Technical Support Technician who is adept at troubleshooting technical issues, providing exceptional customer service, and ensuring the smooth operation of software and hardware systems. The ideal candidate should have a strong technical background, a problem-solving mindset, and the ability to communicate complex information to users with varying levels of technical expertise.

Key Responsibilities:

Technical Support:
1. Respond to customer inquiries and technical issues via email, chat, or phone.
2. Diagnose and troubleshoot hardware, software, and network issues for clients.
3. Provide step-by-step guidance for clients to resolve technical problems.
Issue Resolution:
1. Identify, escalate, and track issues to ensure timely resolution.
2. Collaborate with other technical teams to escalate unresolved issues and ensure they are fixed.
3. Follow up with customers to ensure their technical issues are fully resolved and that they are satisfied.
System Monitoring and Maintenance:
1. Monitor client systems and networks to detect potential problems and ensure optimal performance.
2. Perform regular system updates, backups, and routine maintenance.
3. Assist with software installations, updates, and configuration.
Knowledge Base Development:
1. Create and maintain documentation for troubleshooting processes, FAQs, and system guides.
2. Educate clients on best practices to prevent future technical issues.
Customer Training:
1. Provide basic training and technical support for end-users on using systems and software applications.
2. Ensure that non-technical users are able to navigate systems effectively and securely.
Remote Setup and Configuration:
1. Assist clients with the remote setup and configuration of hardware, software, and systems.
2. Ensure all installations and setups are completed correctly and meet client requirements.

Experience:

Education:

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

Experience:

2+ years of experience in technical support or IT helpdesk roles.
Familiarity with ticketing systems and remote support tools (e.g., Zendesk, Freshdesk, TeamViewer).
Experience with troubleshooting network issues, including TCP/IP, DNS, DHCP, and VPNs.
Experience with IT support in a startup or fast-paced environment.
Knowledge of scripting or automation tools (e.g., PowerShell, Bash).
Experience with virtualization technologies such as VMware or Hyper-V.
Familiarity with ITIL framework and best practices for IT service management.

If you're passionate about solving technical challenges and providing top-notch support, apply today to join Hirely’s team of Technical Support Technicians!

Ready to Join Us?

To apply, please adhere to these instructions: Send your resume and cover letter to hrteam@teamhirely.com.

Make the subject: Vacancy for Technical Support Technicians.

Send your application to: hrteam@teamhirely.com