Deliver hands-on technical support to clients experiencing challenges with their IT infrastructure. You'll act as the first point of contact, identifying issues and guiding users through effective solutions using remote tools and clear communication.
What You'll Do
- Respond to client inquiries regarding IT systems, security, and device functionality via phone and email
- Use remote access and diagnostic methods to assess and resolve technical problems
- Guide users step-by-step through resolution steps and verify successful outcomes
- Determine when escalation to specialized team members is necessary
- Maintain real-time records of incidents and resolutions in the Connectwise ticketing system
- Follow up with clients to confirm satisfaction and update case details
- Share client feedback with internal teams to support service improvements
- Identify opportunities to enhance support workflows and technical processes
Requirements
- Proven experience in a client-facing technical support role
- Familiarity with cloud environments, workstations, servers, VoIP, networking, and endpoint devices
- Working knowledge of operating systems, office automation tools, and remote assistance platforms
- Strong understanding of IT security principles and practices
- Ability to quickly diagnose and address technical issues
- Exceptional verbal and written communication skills
- Customer-first mindset with patience and professionalism
Technical Stack
Tools & Platforms: Cloud Servers, workstations, PCs, Servers, VoIP phone systems, IT Security solutions, office automation software, operating systems, networking infrastructure, remote assistance tools, Connectwise
