Remote Technical Support Specialist

SYNERGY DMEPOS is hiring a Remote Technical Support Specialist to deliver timely, clear technical assistance that helps resolve issues across hardware, software, operating systems, and network connectivity. This role supports clients remotely across multiple platforms and devices, working through problem reports until solutions are confirmed.

In this position, you will help users and coordinate with internal teams when issues require escalation, all while maintaining strong customer service standards and accurate documentation within ticketing systems.

Responsibilities

• Provide comprehensive technical support to clients via phone, chat, and email, resolving problems related to hardware, software, operating systems, and network connectivity.
• Troubleshoot and resolve hardware issues on laptops, desktops, mobile devices, and peripherals to minimize downtime.
• Support users with desktop applications including the Microsoft Office suite, plus desktop troubleshooting and client communication tools.
• Manage customer support tickets efficiently using platforms such as ServiceNow or Jira, documenting issues clearly and following up until resolution.
• Support IT infrastructure components including Active Directory, DNS, TCP/IP networks, VPNs, firewalls, LANs, and network administration tasks.
• Analyze technical issues to identify root causes and recommend solutions for recurring or complex problems.
• Collaborate with cross-functional teams to escalate unresolved issues and help ensure timely resolution while maintaining excellent customer service standards.

Requirements

• Proven experience in technical support or IT support roles within a call center or help desk environment.
• Strong knowledge of Windows operating systems (including Windows Server), macOS, Linux, and mobile device management.
• Hands-on experience with computer hardware maintenance, desktop troubleshooting, and network configuration including TCP/IP, DNS, VPNs, firewalls, and LAN/WAN environments.
• Familiarity with IT management tools such as SCCM (System Center Configuration Manager), BMC Remedy, and ServiceNow or Jira for ticket management.
• Excellent communication skills, including the ability to explain technical concepts clearly to non-technical users.
• Demonstrated analysis skills to diagnose complex technical issues quickly and accurately.
• Ability to multitask effectively in a fast-paced environment while maintaining a positive attitude.

Technologies

• ServiceNow, Jira
• Active Directory, DNS
• TCP/IP, VPNs, firewalls, LAN/WAN environments
• Microsoft Office suite
• Windows Server, Windows, macOS, Linux
• Mobile device management
• SCCM (System Center Configuration Manager), BMC Remedy

Benefits

• 401(k)
• Flexible schedule
• Paid time off
• Tuition reimbursement

Work Location: Remote

Compensation: USD 24 - 35 per hour