About Company
At ITDirect, we empower businesses across Connecticut and beyond with innovative, reliable, and secure IT solutions. As a leading Managed Service Provider (MSP), we pride ourselves on a proactive approach, leveraging cutting-edge technology and a deeply skilled team to ensure our clients’ operations run seamlessly. Our mission is to be the trusted technology partner that fuels growth and efficiency, allowing businesses to focus on their core competencies. We foster a collaborative, challenging, yet supportive work environment where professional growth is paramount, and every team member’s contribution directly impacts our collective success and client satisfaction. Join us and be part of a team dedicated to excellence in the ever-evolving IT landscape.
Job Description
Are you a highly motivated and customer-focused Technical Support Engineer looking for a dynamic remote opportunity? ITDirect is seeking a talented individual to join our growing team as a Remote Technical Support Engineer. In this critical role, you will be the frontline hero, providing essential technical assistance and support to our diverse client base. You’ll troubleshoot and resolve a wide range of IT issues, from desktop support and network connectivity problems to software applications and system performance challenges. This position demands a keen problem-solver with excellent communication skills, capable of working independently from a home office while seamlessly integrating with our distributed team. If you thrive on helping others, enjoy unraveling complex technical puzzles, and are committed to delivering exceptional service, we invite you to apply and contribute to our mission of delivering unparalleled IT support.
Key Responsibilities
- Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to client requests via phone, email, and chat in a timely and professional manner, adhering to established Service Level Agreements (SLAs).
- Diagnose and resolve technical hardware and software issues, including operating system malfunctions (Windows, macOS), network connectivity, email clients, and business applications.
- Install, modify, and repair computer hardware and software, ensuring optimal performance and security configurations.
- Escalate unresolved issues to the appropriate internal teams (e.g., Tier 2 support, Network Engineers, System Administrators) when necessary, while maintaining clear communication with the client.
- Document all support interactions, resolutions, and configurations meticulously within our ticketing system.
- Guide clients through problem-solving steps, patiently explaining technical concepts to non-technical users.
- Participate in on-call rotation schedules as required to provide extended support coverage.
- Contribute to the creation and maintenance of internal knowledge base articles and client-facing FAQs.
Required Skills
- Minimum of 3 years of experience in a technical support or help desk role, preferably within an MSP environment.
- Strong proficiency in troubleshooting and supporting Windows 10/11 and macOS operating systems.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, basic routing/switching).
- Experience with Microsoft 365 administration (Exchange Online, SharePoint, Teams, Azure AD).
- Familiarity with remote desktop tools and ticketing systems (e.g., ConnectWise Automate/Manage, Kaseya, Zendesk).
- Exceptional verbal and written communication skills, with a focus on clear, concise, and empathetic client interaction.
- Proven ability to work independently and manage multiple priorities in a fast-paced, remote work setting.
- Strong analytical and problem-solving capabilities with keen attention to detail.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator.
- Experience with virtualization technologies (e.g., VMware, Hyper-V).
- Basic understanding of cloud platforms (AWS, Azure) and their associated services.
- Familiarity with PowerShell scripting for automation and system administration tasks.
Perks & Benefits
- Competitive salary with opportunities for performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off (vacation, sick days, holidays).
- 401(k) retirement plan with company match.
- Dedicated budget for continuous professional development and certification training.
- Flexible remote work environment, offering work-life balance.
- Collaborative and supportive team culture with opportunities for growth.
- Company-provided equipment (laptop, monitor, headset).
How to Apply
Ready to take your technical support career to the next level with a leading MSP? We encourage all qualified candidates to apply directly through our designated application portal. Please click on the link below to submit your resume and cover letter, outlining your relevant experience and why you are a great fit for ITDirect. We look forward to reviewing your application!