IT Support Specialist (Remote-Worldwide)

Job Overview

Job Description

This job is with our partner Micro1

Scope of Work

Diagnose and resolve common hardware and software issues across Windows, Mac, and Linux environments, focusing on real-world troubleshooting scenarios.
Document incident details, troubleshooting steps, and resolutions with clarity and precision using ticket management systems (ITSM).
Utilize networking knowledge (TCP/IP, DNS, VPN) to resolve connectivity and configuration incidents.
Support non-technical users by providing clear, empathetic communication and step-by-step technical guidance.
Contribute detailed, scenario-based examples and process documentation that reflect best practices in IT support.
Ensure all input and feedback is well-documented for AI training and continuous improvement purposes.
Collaborate asynchronously within a remote engagement model, delivering high-quality, written and verbal feedback.

Preferred Qualifications

Minimum of 3 years’ experience providing Tier 2/3 IT support in diverse operating system and network environments.
Deep familiarity with troubleshooting hardware, software, and networking issues, including root cause analysis.
Proficiency in documenting technical incidents and resolutions using ITSM or similar ticketing platforms.
Strong written and verbal communication skills, with a focus on supporting non-technical end users.
Certifications such as CompTIA A+, CompTIA Network+, or ITIL Foundation are advantageous.
Demonstrated ability to contribute to technical process documentation and knowledge bases.
Proactive, detail-oriented, and comfortable participating in remote, independent project engagements.