SUMMARY

The
Technology Support Specialist
is both
foundational and mission critical within the Company. This fully remote role
combines the core responsibilities of first touch ticket triage, initial
technical troubleshooting, and Tier 1 resolution, as well as proper routing and
prioritization of support requests.

Technicians in this role will evaluate,
diagnose, document, and remotely resolve technical and business-oriented issues
across a wide range of technologies consistent with Company’s Managed Services
and Service Desk support obligations.

This role is designed to fulfill the front
line of our client support experience, ensuring fast, professional, and
accurate handling of support requests. Growth in both technical capability and
business acumen is expected, and the experience gained in this role forms the
foundation for advancement within the Technology Consultant job class.

JOB RESPONSIBILITIES

• 
  Ticket Intake,
  Prioritization & Dispatch (Triage Responsibilities)
• 
  Receive inbound
  support requests via phone, email, or ticketing system.
• 
  Create detailed and
  accurate service tickets including required metadata:
• 
  Requester’s name
• 
  Client company
• 
  Callback number
• 
  Detailed problem
  description
• 
  Perceived priority
  level
• 
  Assign preliminary
  priority level based on Service Desk definitions (Emergency/Medium/Low).
• 
  Identify incomplete or
  missing information and follow up with the requester before escalation.
• 
  Route tickets to
  appropriate queues or escalate to T2/T3 when:
• 
  Estimated resolution
  exceeds 15 minutes
• 
  Issue is out-of-scope
• 
  Specialized technical
  expertise is required
• 
  Monitor pending
  tickets, follow up with end users, and ensure timely progression.
• 
  Tier 1 Remote
  Technical Troubleshooting (In-scope Tickets)
• 
  Perform 1st level
  remote diagnosis and resolution for:
• 
  Workstation
  performance issues
• 
  Login/authentication
  problems
• 
  Microsoft 365 issues
  (email, Teams, OneDrive sync issues)
• 
  Printer/queue errors
  (remote only)
• 
  Browser issues and
  configuration
• 
  Network connectivity
  (remote testing, adapter resets, etc.)
• 
  Basic user account
  issues (password resets, unlocks, group membership review)
• 
  Remote software
  installations per scheduling rules
• 
  Document all
  troubleshooting performed, including resolution details.
• 
  Follow escalation
  rules precisely when issues exceed Tier 1 capability or scope.
• 
  Customer Service &
  Communication
• 
  Deliver fast,
  courteous, and professional support to all clients.
• 
  Keep users informed of
  ticket status, next steps, and expected timelines.
• 
  Communicate clearly
  and consistently, using communication standards.
• 
  Represent Company’s
  values and service culture during all interactions.
• 
  Remote Administrative Tasks (In-Scope)
• 
  Reset passwords, unlock accounts, and
  manage basic directory tasks.
• 
  Configure Outlook profiles, troubleshoot
  mail flow, and assist with email resets.
• 
  Assist with remote setup steps for new
  users when physical tasks are handled by onsite providers.
• 
  Coordinate with internal teams and
  3rd-party vendors as required.
• 
  Compliance With Company Technology
  Processes
• 
  Adhere to all Service Desk protocols which
  include:
• 
  Service Desk Hours / After-Hours Policies
• 
  Emergency definition and handling
• 
  Software installation scheduling (48-hr
  notice, 5 devices/day limits)
• 
  Security Stack requirements
• 
  Authentication and credential handling
  policies
• 
  Always maintain confidentiality and
  security of client information.

QUALIFICATIONS

• 
  Experience in MSP
  (Managed Service Provider) environments
• 
  Experience with
  ConnectWise PSA
• 
  Experience with
  ConnectWise RMM
• 
  Experience delivering
  remote help desk or service desk support (Network connectivity, Printer/print
  queue issues, User authentication, password resets, Profile issues and user
  configurations)
• 
  Strong troubleshooting
  skills in Windows and macOS
• 
  7 Layer OSI Network
  Model

Preferred Skills:

• 
  Familiarity with M365
  environment (Outlook, Teams, SharePoint Online)
• 
  Excellent
  communication and customer service skills
• 
  Strong attention to
  detail and documentation discipline
• 
  Ability to work
  independently in a remote setting
• 
  Familiarity with
  UniFi, Meraki, and SonicWall network hardware and software
• 
  Business-Grade
  AntiVirus
• 
  EndPoint Detection
  & Response (EDR) solutions
• 
  Managed Detection
  & Response (MDR) solutions
• 
  Email Anti-Phishing
  & Response Solutions
• 
  Dark Web Monitoring
  tools
• 
  Vulnerability
  Management solutions
• 
  Password Management
  tools
• 
  SASE Zero Trust
  solutions
• 
  Web browsers (Edge,
  Chrome, Safari, Firefox)
• 
  Common third-party
  applications (Adobe, etc.)
• 
  Smart phones, mobile devices (Android, iOS)
• 
  Security Awareness programs
• 
  SaaS Backup platforms
• 
  Ability to learn new systems quickly

JOB REQUIREMENTS

• 
  Stable internet connection suitable for
  VoIP and remote support
• 
  Quiet, professional home-office environment
• 
  Should be willing to
  accept a long-term work-from-home arrangement.