About Company
Datavail is a leading provider of managed database, analytics, and cloud services, dedicated to helping businesses optimize their data infrastructure and drive innovation. With a global team of expert technologists, we deliver unparalleled support across a wide range of platforms, ensuring our clients’ critical systems are always performing at their peak. We foster a culture of continuous learning, collaboration, and client-centricity, empowering our employees to make a tangible impact and grow their careers within a dynamic and supportive environment. Join Datavail and be part of a team that’s shaping the future of IT services, all while working with cutting-edge technology and a commitment to excellence.
Job Description
Are you a problem-solver with a passion for technology and a knack for helping others? Datavail is seeking a dedicated and technically proficient Remote Support Technician to join our dynamic IT Department. In this critical role, you will be the frontline support for our internal employees and, occasionally, external clients, ensuring their technical issues are resolved swiftly and efficiently. As a Remote Support Technician, you will play a pivotal role in maintaining the smooth operation of our IT infrastructure, directly contributing to the productivity and satisfaction of our team members globally. This position offers the flexibility of remote work, allowing you to contribute your expertise from the comfort of your home office, while remaining an integral part of our collaborative team based out of Broomfield, CO.
You will be responsible for diagnosing and resolving a wide array of technical issues, ranging from software application problems and hardware malfunctions to network connectivity and account management challenges. This isn’t just about fixing computers; it’s about empowering people through technology. You’ll interact with users of varying technical proficiencies, requiring excellent communication skills, patience, and the ability to translate complex technical jargon into understandable solutions. We’re looking for someone who thrives in a fast-paced environment, can manage multiple priorities simultaneously, and is committed to delivering exceptional service with every interaction. If you’re eager to expand your technical skill set, grow with a forward-thinking company, and make a significant difference from day one, we encourage you to apply and become a vital part of our success story.
Key Responsibilities
- Provide remote technical support to internal staff and clients via phone, email, and chat, ensuring timely and effective resolution of IT issues.
- Diagnose and resolve hardware, software, network, and system issues efficiently, escalating complex problems to higher-tier support teams when necessary.
- Install, configure, and troubleshoot operating systems (Windows, macOS), business applications, and peripheral devices.
- Manage user accounts, permissions, and access rights within Active Directory and other identity management systems.
- Assist with VPN connectivity, remote desktop issues, and secure access solutions to facilitate remote work and business continuity.
- Document all support interactions, resolutions, and technical procedures thoroughly in our ticketing system (e.g., ServiceNow) for knowledge sharing and auditing purposes.
- Participate in IT projects, including software rollouts, system upgrades, and security enhancements, contributing to the continuous improvement of our IT landscape.
- Provide guidance and training to end-users on best practices, IT policies, and new technologies to foster a more tech-savvy workforce.
- Monitor system performance and proactively identify potential issues, implementing preventative measures where possible.
- Maintain up-to-date knowledge of IT trends, technologies, and security best practices to provide cutting-edge support.
Required Skills
- Proven experience (2+ years) in a remote IT support or help desk role.
- Strong proficiency in troubleshooting Windows 10/11 and macOS operating systems.
- Familiarity with Microsoft Office 365 suite (Outlook, Word, Excel, Teams, SharePoint).
- Experience with Active Directory for user and group management.
- Understanding of basic networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
- Excellent verbal and written communication skills with a customer-centric approach.
- Ability to diagnose and resolve common hardware issues (laptops, desktops, printers).
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Strong problem-solving abilities and meticulous attention to detail.
- Ability to work independently and manage time effectively in a remote environment with minimal supervision.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Relevant industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator).
- Experience with cloud platforms (e.g., Azure, AWS) in a support context.
- Familiarity with remote monitoring and management (RMM) tools.
- Experience supporting virtualized environments (e.g., VMware, Hyper-V).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans for you and your family.
- Generous paid time off (PTO) and holiday schedule.
- 401(k) retirement plan with company match to help secure your future.
- Opportunities for professional development and continuous learning through certifications and training programs.
- A supportive and collaborative remote work environment that values your contributions.
- Flexible work arrangements to promote work-life balance.
- Employee assistance program for personal and professional support.
- Access to cutting-edge technology and tools to enhance your productivity and skills.
- Virtual team-building events and social gatherings to maintain strong team connections.
How to Apply
Ready to make an impact as a Remote Support Technician at Datavail? We invite you to apply by clicking the link below. Please submit your resume and a cover letter outlining your relevant experience, technical proficiencies, and why you are a great fit for this remote role. We look forward to reviewing your application and potentially welcoming you to our team!