Job Summary:
Virtualware Solutions is seeking a proactive and skilled IT Support Technician to join our remote support team. The ideal candidate will possess a strong technical background and the ability to troubleshoot a wide range of IT issues while providing excellent customer service. This role involves handling Level 1 and Level 2 support tasks, ensuring timely and effective resolution of technical problems. The technician will be responsible for addressing user inquiries, managing user accounts, maintaining documentation, and performing routine maintenance activities.
Key Responsibilities:
- Troubleshooting Technical Issues:
- Diagnose and resolve basic technical problems reported by users, including software glitches, network connectivity issues, and hardware malfunctions.
- Escalate more complex issues to senior support as needed.
- Provide Technical Assistance:
- Offer guidance and support to users experiencing difficulties with software applications, operating systems, or hardware devices.
- Provide step-by-step instructions and remote assistance to resolve technical issues effectively.
- User Account Management:
- Assist in creating, modifying, or deactivating user accounts.
- Perform password resets, manage access permissions, and ensure proper user configuration by company policies.
- Software Installation and Configuration:
- Install, update, or uninstall software applications based on user requirements.
- Ensure software is properly configured and functional to meet user needs.
- Hardware Support:
- Troubleshoot hardware devices such as computers, printers, scanners, and peripherals.
- Provide support for hardware installation, configuration, and maintenance.
- Remote Desktop Support:
- Provide remote support to users, utilizing remote desktop tools to diagnose and fix issues.
- Ensure seamless support by maintaining communication with users throughout the troubleshooting process.
- Documentation and Ticketing:
- Maintain accurate records of reported issues, resolutions, and user interactions using the company’s ticketing system.
- Ensure comprehensive documentation of IT support activities for tracking and reporting purposes.
- Basic Network Support:
- Assist in basic network troubleshooting, including connectivity issues, IP configurations, and setting up network printers.
- Collaborate with network specialists for complex network-related problems.
- Security and Antivirus Support:
- Ensure antivirus software is updated and functioning across all systems.
- Assist in addressing basic security concerns and implementing preventive measures.
- User Training and Guidance:
- Provide basic training and support to users on software applications and IT systems.
- Develop user guides and documentation to enhance user understanding and self-sufficiency.
- Backup and Recovery Assistance:
- Assisted in performing data backups and guided data recovery procedures when necessary.
- Support users in implementing effective data backup solutions.
- Routine Maintenance:
- Conduct regular system checks, updates, and patches to maintain optimal system performance.
- Identify and proactively resolve potential technical issues before they impact users.
Qualifications:
- Proven experience in a technical support role, preferably within an IT Managed Service Provider (MSP) environment.
- Proficiency in Windows and Mac operating systems, as well as basic networking concepts.
- Experience with remote desktop support tools and ticketing systems.
- Strong communication skills and a customer-focused approach.
- Ability to work independently and manage time effectively in a remote work environment.
Key Competencies:
- Excellent problem-solving skills with attention to detail.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Ability to communicate technical concepts clearly and effectively to non-technical users.
- Customer service-oriented with a proactive attitude.
How to Apply:
If you are passionate about technology and enjoy helping others, we would love to hear from you. Please submit your resume and a cover letter to Jobs@virtualwaresolutions.com, detailing your experience and why you would be a great fit for Virtualware Solutions.
Note: This position is remote, and candidates must have a reliable internet connection and remote work setup.
