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.

Please submit your resume and a cover letter detailing your relevant experience and skills to [email protected].

 SorWil Technology Solutions

www.sorwil.com

Remote with up to 25% travel

 

Please use this link to Apply:

Apply for a SorWill Career Opportunity!