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:
- Respond to customer inquiries and technical issues via email, chat, or phone.
- Diagnose and troubleshoot hardware, software, and network issues for clients.
- Provide step-by-step guidance for clients to resolve technical problems.
- Issue Resolution:
- Identify, escalate, and track issues to ensure timely resolution.
- Collaborate with other technical teams to escalate unresolved issues and ensure they are fixed.
- Follow up with customers to ensure their technical issues are fully resolved and that they are satisfied.
- System Monitoring and Maintenance:
- Monitor client systems and networks to detect potential problems and ensure optimal performance.
- Perform regular system updates, backups, and routine maintenance.
- Assist with software installations, updates, and configuration.
- Knowledge Base Development:
- Create and maintain documentation for troubleshooting processes, FAQs, and system guides.
- Educate clients on best practices to prevent future technical issues.
- Customer Training:
- Provide basic training and technical support for end-users on using systems and software applications.
- Ensure that non-technical users are able to navigate systems effectively and securely.
- Remote Setup and Configuration:
- Assist clients with the remote setup and configuration of hardware, software, and systems.
- 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.
Deadline: March 15, 2025
