Technology Support Specialist

SUMMARY

The Technology Support Specialist is both foundational and mission critical within the Company. This fully remote role combines the core responsibilities of first touch ticket triage, initial technical troubleshooting, and Tier 1 resolution, as well as proper routing and prioritization of support requests.

Technicians in this role will evaluate, diagnose, document, and remotely resolve technical and business-oriented issues across a wide range of technologies consistent with Company’s Managed Services and Service Desk support obligations.

This role is designed to fulfill the front line of our client support experience, ensuring fast, professional, and accurate handling of support requests. Growth in both technical capability and business acumen is expected, and the experience gained in this role forms the foundation for advancement within the Technology Consultant job class.

JOB RESPONSIBILITIES

• Ticket Intake, Prioritization & Dispatch (Triage Responsibilities)
  
• Receive inbound support requests via phone, email, or ticketing system.
  
• Create detailed and accurate service tickets including required metadata: 
  
• Requester’s name
  
• Client company
  
• Callback number
  
• Detailed problem description
  
• Perceived priority level
  
• Assign preliminary priority level based on Service Desk definitions (Emergency/Medium/Low).
  
• Identify incomplete or missing information and follow up with the requester before escalation.
  
• Route tickets to appropriate queues or escalate to T2/T3 when: 
  
• Estimated resolution exceeds 15 minutes
  
• Issue is out-of-scope
  
• Specialized technical expertise is required
  
• Monitor pending tickets, follow up with end users, and ensure timely progression.
  
• Tier 1 Remote Technical Troubleshooting (In-scope Tickets)
  
• Perform 1st level remote diagnosis and resolution for: 
  
• Workstation performance issues
  
• Login/authentication problems
  
• Microsoft 365 issues (email, Teams, OneDrive sync issues)
  
• Printer/queue errors (remote only)
  
• Browser issues and configuration
  
• Network connectivity (remote testing, adapter resets, etc.)
  
• Basic user account issues (password resets, unlocks, group membership review)
  
• Remote software installations per scheduling rules
  
• Document all troubleshooting performed, including resolution details.
  
• Follow escalation rules precisely when issues exceed Tier 1 capability or scope.
  
• Customer Service & Communication
  
• Deliver fast, courteous, and professional support to all clients.
  
• Keep users informed of ticket status, next steps, and expected timelines.
  
• Communicate clearly and consistently, using communication standards.
  
• Represent Company’s values and service culture during all interactions.
  
• Remote Administrative Tasks (In-Scope)
  
• Reset passwords, unlock accounts, and manage basic directory tasks.
  
• Configure Outlook profiles, troubleshoot mail flow, and assist with email resets.
  
• Assist with remote setup steps for new users when physical tasks are handled by onsite providers.
  
• Coordinate with internal teams and 3rd-party vendors as required.
  
• Compliance With Company Technology Processes
  
• Adhere to all Service Desk protocols which include:
  
• Service Desk Hours / After-Hours Policies
  
• Emergency definition and handling
  
• Software installation scheduling (48-hr notice, 5 devices/day limits)
  
• Security Stack requirements
  
• Authentication and credential handling policies
  
• Always maintain confidentiality and security of client information.
  
  

QUALIFICATIONS

• Experience in MSP (Managed Service Provider) environments
  
• Experience with ConnectWise PSA
  
• Experience with ConnectWise RMM
  
• Experience delivering remote help desk or service desk support (Network connectivity, Printer/print queue issues, User authentication, password resets, Profile issues and user configurations)
  
• Strong troubleshooting skills in Windows and macOS
  
• 7 Layer OSI Network Model
  

Preferred Skills:

• Familiarity with M365 environment (Outlook, Teams, SharePoint Online)
  
• Excellent communication and customer service skills
  
• Strong attention to detail and documentation discipline
  
• Ability to work independently in a remote setting
  
• Familiarity with UniFi, Meraki, and SonicWall network hardware and software
  
• Business-Grade AntiVirus
  
• EndPoint Detection & Response (EDR) solutions
  
• Managed Detection & Response (MDR) solutions
  
• Email Anti-Phishing & Response Solutions
  
• Dark Web Monitoring tools
  
• Vulnerability Management solutions
  
• Password Management tools
  
• SASE Zero Trust solutions
  
• Web browsers (Edge, Chrome, Safari, Firefox)
  
• Common third-party applications (Adobe, etc.)
  
• Smart phones, mobile devices (Android, iOS)
  
• Security Awareness programs
  
• SaaS Backup platforms
  
• Ability to learn new systems quickly
  
  

JOB REQUIREMENTS

• Stable internet connection suitable for VoIP and remote support
  
• Quiet, professional home-office environment
  
• Should be willing to accept a long-term work-from-home arrangement.