Technical Support Specialist - Remote Position

About the Role

We are seeking a dedicated Technical Support Specialist to join our team in a fully remote capacity. As a Technical Support Specialist, you will play a crucial role in ensuring the smooth operation of our business applications, networking, and hardware systems. Your expertise will help us maintain high-quality customer service and support our clients effectively.

What You'll Do

• Respond to support inquiries via calls, chat, email, and other communications.
• Troubleshoot issues with software, servers, networking, and hardware in line with service level guidelines.
• Guide customers through diagnostics and troubleshooting using tools and instructions.
• Identify and address application alerts from monitoring systems.
• Escalate complex or unresolved issues to higher-tier support or product teams promptly.
• Collaborate with internal staff and third-party vendors to resolve customer challenges.
• Identify recurring issues and work to implement permanent fixes.
• Support continuous improvement efforts in the support team and organization.
• Perform application quality assurance for new setups, upgrades, and patching.
• Ensure customer communication complies with security policies.
• Create and maintain knowledge base articles for common issues.
• Document all steps and interactions in support cases.
• Complete required training and stay current with technology trends.
• Participate in a 24/7 on-call rotation for IT operations support.
• Mentor junior support staff through guidance and knowledge sharing.

Requirements

• 2-4 years of IT customer support experience, focused on applications.
• Prefer experience with Primavera, Autodesk, ESRI, or similar tools.
• Experience with Windows operating systems including Server 2016 and 2019.
• Knowledge of construction project management processes is a plus.
• Proficient in hardware and software installation and configuration.
• Intermediate skills in troubleshooting application infrastructure.
• Ability to manage case escalations and implement fixes or escalate appropriately.
• Able to explain technical issues to both technical and non-technical audiences.
• Strong communication and interpersonal skills.
• Capable of working independently and collaboratively.
• Attention to detail and commitment to quality.
• Strong analytical and problem-solving skills.
• Available to work fully remote Monday-Friday PST hours with weekend on-call rotation at least once every six weeks and two holidays per year.
• Bachelor’s degree in Computer Science or related field preferred.

What We Offer

• Workplace flexibility.
• Commitment to health and wellness.
• Opportunities for professional growth.

This Technical Support Specialist remote role offers you the chance to work with a diverse team and contribute to innovative solutions in the technology sector. If you are passionate about providing exceptional support and thrive in a remote work environment, we encourage you to apply!