Workinvirtual
We are seeking a highly skilled and motivated IT Support Specialist to join our dynamic team. In this remote position, you will be responsible for providing first-line technical support to our global workforce. You will troubleshoot and resolve a wide range of IT issues, including hardware, software, and network problems. Your ability to communicate effectively, both verbally and in writing, is essential to provide clear and concise solutions to our users.
Key Responsibilities:
- Incident Management:
- Receive and log IT support tickets from users via various channels (phone, email, ticketing system)
- Prioritize and categorize tickets based on urgency and impact
- Troubleshoot and resolve a wide range of IT issues, including:
- Hardware failures (laptops, desktops, peripherals)
- Software malfunctions (operating systems, applications)
- Network connectivity problems
- Email and account access issues
- Document incident resolution steps and knowledge base articles for future reference
- System Administration:
- Manage user accounts, permissions, and access rights
- Install, configure, and maintain computer hardware and software
- Perform routine system maintenance tasks, such as software updates and security patches
- Monitor system performance and identify potential issues
- End-User Support:
- Provide technical guidance and support to end-users via phone, email, and remote desktop support
- Explain complex technical issues in clear and understandable language
- Train users on new software and hardware
- Assist with IT onboarding and offboarding processes
- Problem Solving and Troubleshooting:
- Diagnose and resolve technical problems using a systematic approach
- Identify root causes of issues and implement preventive measures
- Escalate complex issues to higher-level support teams as needed
- Communication and Collaboration:
- Communicate effectively with technical and non-technical staff
- Collaborate with other IT teams to ensure efficient service delivery
- Document and share knowledge with the team to improve overall support efficiency
Required Skills and Experience:
- 2+ years of experience in IT support or help desk role
- Strong knowledge of Windows operating systems (Windows 10, Windows 11)
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Experience with remote support tools (e.g., TeamViewer, Remote Desktop)
- Excellent troubleshooting and problem-solving skills
- Strong verbal and written communication skills
- Ability to work independently and as part of a team
- Strong customer service orientation
- ITIL Foundation certification (preferred)
Desired Skills and Experience:
- Experience with Mac OS and Linux
- Knowledge of networking concepts (TCP/IP, DNS, DHCP)
- Experience with Active Directory and Group Policy
- Experience with cloud-based technologies (e.g., Microsoft 365, Google Workspace)
- Scripting skills (e.g., PowerShell, Bash)
Additional Considerations:
- Remote Work Requirements:
- Reliable high-speed internet connection
- Dedicated workspace at home
- Strong time management and self-discipline skills
- Cultural Sensitivity:
- Understanding of different cultures and time zones
- Ability to communicate effectively with people from diverse backgrounds
- Security Awareness:
- Adherence to security best practices
- Awareness of potential security threats and vulnerabilities
Apply Now: https://workinvirtual.com/job-application-form/
We look forward to hearing from you!