About Company
Netfor is a leading Managed Service Provider (MSP) based in Indianapolis, dedicated to delivering robust and reliable IT solutions to businesses across various industries. For over two decades, we’ve been helping organizations optimize their technology infrastructure, enhance cybersecurity, and streamline operations through proactive IT management, expert consulting, and responsive support. Our mission is to empower our clients to achieve their business objectives by leveraging cutting-edge technology and unparalleled customer service. We pride ourselves on fostering a collaborative, innovative, and supportive work environment where every team member is valued and has the opportunity to grow their skills and career. At Netfor, we believe in building long-term relationships, both with our clients and our employees, by consistently delivering excellence and fostering a culture of continuous improvement.
Job Description
Are you a tech-savvy individual with a passion for problem-solving and a knack for providing exceptional customer service? Netfor is seeking a highly motivated and detail-oriented Technical Assistant to join our remote IT Support team. In this pivotal role, you will be the first line of defense for our clients, providing crucial remote assistance to diagnose and resolve a wide array of technical issues. This is an excellent opportunity for someone looking to grow their career in IT support within a dynamic and supportive environment. You will be instrumental in ensuring our clients’ systems run smoothly, minimizing downtime, and contributing to their overall satisfaction.
The ideal candidate will possess strong communication skills, a patient demeanor, and a solid foundational understanding of common operating systems, hardware, and network principles. You will manage incoming support requests via phone, email, and chat, utilizing our robust ticketing system to track and prioritize issues. Your day-to-day will involve guiding users through troubleshooting steps, performing remote diagnostics, and providing clear, concise solutions to ensure a positive user experience. We are looking for someone who thrives in a remote setting, is self-disciplined, and committed to continuous learning in the ever-evolving world of information technology. Join Netfor and become a vital part of a team dedicated to technological excellence and client success, making a tangible impact on our clients’ operational efficiency from the comfort of your home office.
Key Responsibilities
- Provide first-line remote technical support to end-users via phone, email, and chat for various hardware and software issues.
- Diagnose, troubleshoot, and resolve common desktop, laptop, printer, and mobile device problems.
- Assist users with software installations, configurations, and general 'how-to' questions for standard business applications.
- Escalate complex or unresolved issues to higher-level technical support teams in a timely and well-documented manner.
- Maintain accurate and detailed records of all support interactions and resolutions within the ticketing system.
- Proactively identify trends in technical issues and communicate findings to improve overall service delivery.
- Assist in maintaining and updating IT documentation, including knowledge base articles and troubleshooting guides.
- Adhere strictly to company policies and security protocols while providing support.
Required Skills
- Minimum of 18 months of experience in a technical support or help desk role.
- Proficiency with Windows operating systems (Windows 10/11) and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
- Familiarity with remote support tools and ticketing systems.
- Excellent verbal and written communication skills with a strong customer service orientation.
- Proven ability to troubleshoot and resolve technical issues logically and efficiently.
- Ability to work independently and manage time effectively in a remote work environment.
Preferred Qualifications
- Associate's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+ or IT Fundamentals+ certification.
- Experience with Active Directory user management.
- Familiarity with Mac OS and basic Apple hardware troubleshooting.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off (vacation, sick leave, and holidays).
- 401(k) retirement plan with company matching.
- Opportunities for professional development and continuous learning.
- Flexible remote work environment.
- Access to the latest tools and technologies.
- Employee assistance program (EAP).
How to Apply
Interested candidates are invited to click on the application link below to submit their resume and cover letter. Please highlight your relevant experience in remote IT support and your passion for helping users.