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Support Technician

Remote:

Full Remote

Contract:

Full time

Work from:

Australia

Offer summary

Qualifications:

At least 2 years in IT support., Strong knowledge of Windows desktop support., Experience with Microsoft 365 Administration., Familiarity with networking issues..

Key responsabilities:

Providing remote support via various channels.
Troubleshooting and resolving tier 1/2 technical issues.

BruntWork Human Resources, Staffing & Recruiting SME https://www.bruntworkcareers.co/

501 - 1000 Employees

See all jobs

Job description

This is a remote position.

Schedule:

Full-time
40 hours per week or 8 hours per day
Monday - Friday
9:00 AM - 6:00 PM EDT (or 9:00 PM - 6:00 AM Philippine time)
With 1 hour unpaid break in between

Client location or time zone: NC, USA - EDT

As a Remote Support Technician, you'll be responsible for:

Providing remote support to residential and small business clients via phone, email, and remote access
tools.
Troubleshooting and resolving Tier 1/2 technical issues remotely, escalating complex issues as needed.
Documenting all support activity and updating client records in the ticketing system.
Answering incoming phone calls, assessing customer issues, and dispatching onsite support when
necessary.
Assisting with remote project work, including Microsoft 365 email migrations, SharePoint migrations, and
VoIP phone system setup.
Support monitored services remotely when as needed (backup failures, anti-virus alerts, etc.)
Identifying opportunities to improve customer security and efficiency and handing off recommendations to
the sales team.

Requirements

Ideal Candidate Characteristics

Fluent in English with excellent verbal and written communication skills and minimal accent.
High emotional intelligence with the ability to manage emotions and communicate effectively.
Team player with humility and a collaborative mindset, thriving in a fast-paced team environment.
Self-driven with the ability to work independently and confidently troubleshoot complex issues.
Excellent customer service skills and ability to explain technical concepts in a simple, clear way.

Minimum Requirements

At least two years of experience in an IT support role. MSP experience is highly preferred.
Strong knowledge of Windows desktop support, including hardware repair, drive replacement, disk
imaging, operating system installation, malware remediation, and email system troubleshooting.
Experience with Microsoft 365 Administration, Windows Server, Active Directory, and Group Policy.
Familiarity with troubleshooting firewalls, switches, printers, and network connectivity issues.
Ability to document support activity in a ticketing system and update client information accurately.
Reliable high-speed internet connection (50 Mbps recommended) and backup power source.
Experience working with Autotask as a PSA and Datto RMM as the RMM tool. (Preferred but not required)