Job Description:

Customer Support Analyst - Remote IT Support

Position Overview: We are seeking a motivated and skilled Customer Support Analyst - Remote IT Support to join our team at SorWil Technology Solutions. The ideal candidate should possess a strong technical background combined with excellent communication and customer service skills. This remote role requires the ability to troubleshoot, diagnose, and resolve a wide range of technical issues while ensuring a seamless and positive experience for our clients. Additionally, this role involves up to 25% travel for on-site support.

Responsibilities:

• Provide remote technical assistance to clients in a timely and efficient manner, demonstrating excellent problem-solving skills.
• Diagnose and resolve hardware, software, and network issues for end-users, ensuring minimal disruption to their workflow.
• Utilize remote support tools to guide clients through troubleshooting steps and offer clear instructions.
• Collaborate with the internal IT team to escalate complex issues and follow through until resolution.
• Document all support interactions, including issues and solutions, in our ticketing system.
• Assist in the maintenance and administration of IT systems, including software updates and patches.
• Participate in creating and updating technical documentation and knowledge base articles.
• Deliver exceptional customer service by maintaining a positive and professional attitude in all interactions.
• Communicate technical information to non-technical users effectively, ensuring clear understanding.
• Stay up-to-date with industry trends, technologies, and best practices to enhance support capabilities.
• Provide cloud support with knowledge of Google Cloud, AWS, or Microsoft Azure platforms (a plus).
• Travel up to 25% of the time for on-site support at client locations.

Qualifications:

• Proven experience in remote IT support or a similar role.
• Strong technical aptitude and proficiency with operating systems (Windows, macOS), software applications, and hardware components.
• Solid understanding of networking concepts, protocols, and troubleshooting.
• Familiarity with remote support tools and techniques.
• Excellent problem-solving skills with the ability to diagnose and resolve technical issues independently.
• Exceptional verbal and written communication skills with a focus on customer service.
• Ability to multitask and manage multiple support requests simultaneously.
• Detail-oriented with strong organizational skills.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, Google Cloud Professional, AWS Certified Solutions Architect, or equivalent are a plus.
• Experience in scripting or automation is an advantage.
• Willingness to travel up to 25% of the time for on-site support.

Working Conditions:

• This is a remote position, requiring a reliable high-speed internet connection.
• Flexible working hours may be necessary to accommodate clients across different time zones.
• Availability for on-call support during non-business hours when required.

Join our dynamic team at SorWil Technology Solutions and be a key player in providing top-notch customer support as a Remote IT Support Analyst, with the added opportunity for on-site support, travel experiences, and exposure to cloud technologies. If you are a technical enthusiast with exceptional customer service skills, along with cloud expertise, we encourage you to apply and contribute to our mission of delivering outstanding IT solutions.

 

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