Remote Support Tools

Remote Support Tools Jobs

51 jobs found

4d ago

Technical Support for a Cybersecurity Company

LTVplus Remote 🌍 Remote

Remote

4d ago

$800+/mo Full time Beyondtrust Customer Support Email Support

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Job Description

LTVplus is hiring a remote Technical Support professional to handle cybersecurity-related customer inquiries and troubleshoot issues through chat, email, and calls. This role focuses on delivering timely, high-quality resolutions while documenting outcomes and supporting customers across multiple support channels.

Role Overview

In this full-time position within the Customer Service department and the APAC division, you will provide remote-first support for customers of LTVplus. Responsibilities include issue ownership, escalation when necessary, and maintaining accurate records in approved tools.

Key Responsibilities

Answer and resolve customer support chats and calls.
Respond to incoming emails and inbound calls from customers.
Own each assigned issue and drive it to resolution or escalation using the workflows communicated by Technical Support Management.
Help ensure customer needs are met by providing awareness of relevant products and services when appropriate.
Perform remote troubleshooting using BeyondTrust.
Ensure complete resolution of issues to prevent repeat contacts.
Troubleshoot, resolve, and properly document support interactions, including calls, chats, and cases.
Execute transactions for paid services when required.
Work closely with other departments to resolve outstanding issues.
Assist with documentation for the Knowledgebase for training and information purposes.
Conduct remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
Provide backup chat/case/call coverage for Customer Service volume as needed.
Maintain a positive attitude, support other employees as a mentor, and represent the company favorably with outside sources.
Accurately record and submit timesheets and paid time off requests.
Track, log, and tag support requests using the approved CRM and/or other management-approved tools.

Required Qualifications

6+ months customer service or technical support experience is required.
6+ months customer service or sales experience is required.
High school diploma or equivalent is required; post high school education is preferred.
Ability to handle multiple projects and tasks simultaneously in an efficient manner.
Technical certifications including A+, Network+, Security+, or Microsoft Desktop Support Engineer / Microsoft Certified Professional (MCP) are highly desired.
Experience working with software/platforms such as MS Teams and Salesforce is required.
Bomgar is required.
Dexter is not required but preferred.

Technologies

MS Teams
Salesforce
Bomgar
BeyondTrust
Dexter

Performance Measures

Pass calls, case, and chat quality goals.
Meet call and chat handling goals such as wrap-up, talk time, first contact resolution, and other statistics.
Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
Maintain team ownership requirements.
Adhere to the assigned schedule.
Attend and participate in scheduled team meetings.

Working Conditions

Available to work days, evenings, weekends, and holidays as needed.
Flexibility to work overtime on short notice when requested by management.
History of good attendance is required.
Schedule: 5AM-3PM PT, Mon-Fri.

Mission and Key Success Factors

Maintain the highest level of quality by resolving issues with the correct information in a timely manner.
Accurately identify and convert customers.
Strive for one-chat/one-call style resolution.
Meet and exceed biannual goals set by Technical Support Management.
Work independently with little supervision in a fast-paced environment.
Maintain a customer-centric demeanor and apply critical thinking, problem-solving, and research skills.
Adapt to a range of customer needs regardless of computer skill level.

Hiring Details

Location: Remote
Work type: Full-time
Department: Customer Service
Division: APAC
Salary: Starting at USD 800/month
Education: High school diploma or equivalent

Tech Checklist

A reliable computer (Windows 10 and i5 processor minimum)
Stable high-speed internet connection (100 MBPS) and a backup
A quiet workspace suitable for handling calls and chats

About LTVplus

LTVplus is a remote-first company with a team spread across the globe, emphasizing flexibility and diversity across its work.

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4d ago

Helpdesk Technician

CCA Technology Waukesha, WI

Waukesha, WI

4d ago

$45k - $55k/yr Full time Customer Support End User Support Help Desk Support

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Job Description

CCA Technology is hiring a Helpdesk Technician to serve as the first point of contact for clients in Waukesha, WI. This onsite role supports end users across Windows and macOS environments, with daily ownership of helpdesk tickets, troubleshooting, and timely escalation when deeper expertise is required.

You will work within defined service expectations, using ticketing and remote tools to diagnose issues, document outcomes, and help keep client systems running smoothly across Microsoft 365 and managed workstations.

What you’ll do

Provide first-line support for client issues via phone, email, ticketing system, or remote support tools.
Respond to and resolve tickets within SLAs, including rapid first response expectations.
Document all troubleshooting steps and results accurately in the ticketing system.
Escalate tickets to Level 2/3 or Engineering teams when appropriate.
Support Windows and macOS desktop environments.
Troubleshoot common end-user issues including password resets, email problems in Microsoft 365/Outlook, printer and network connectivity, and VPN access.
Handle basic hardware/software errors and assist users through problem resolution.
Support onboarding/offboarding tasks such as account creation, licensing, and device setup.
Use RMM tools to remotely monitor, support, and maintain workstations.
Run scripts, apply patches, and remediate alerts according to standard procedures.
Perform basic administration including password resets, MFA assistance, mailbox setup, license adjustments, and Teams troubleshooting.
Help users with MFA, phishing reports, and basic security awareness, while following internal security policies.
Maintain clear, professional client communication and support MSP values in every interaction.

Requirements

1–2 years of helpdesk, IT support, or customer service experience (MSP experience preferred).
Strong knowledge of Windows 10/11, basic networking fundamentals (DNS, DHCP, IP addressing), and remote support tools.
Familiarity with Microsoft 365 administration.
Excellent communication, problem-solving, and organizational skills.
Ability to work independently and collaboratively in a fast-paced MSP environment.

Tools and technologies

Windows 10, Windows 11, macOS
Microsoft 365, Outlook, Teams
RMM tools
DNS, DHCP, IP addressing
Kaseya, Ninja, ConnectWise, Autotask

Benefits

Competitive pay of USD 45,000 - 55,000 per year based on experience.
Professional development opportunities and certification reimbursement.
Flexible work environment.
Paid time off and holidays.
401(k) with employer matching.
Health, Dental, and Vision insurance.
Exposure to a wide range of technologies and client environments.

Preferred skills

Experience with RMM/PSA tools such as Kaseya, Ninja, ConnectWise, and Autotask.
Understanding of cybersecurity fundamentals.
A+, Network+, or similar certifications.

Core competencies include a customer-centric mindset, attention to detail, willingness to learn, accountability, positive attitude under pressure, effective time management and prioritization, and team-oriented communication.

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8d ago

Helpdesk Technician

Fountain House New York, NY

New York, NY

8d ago

$22 - $22/hr Full time Computer Skills Customer Support Device Onboarding

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Job Description

Helpdesk Technician role at Fountain House, onsite in New York, NY, delivering basic IT support for staff and members across Manhattan and the Bronx, reporting to the IT Manager; compensation is USD 22 per hour and a High School Diploma is required.

Responsibilities

Provide basic troubleshooting for Windows 10, Windows 11, and Apple macOS environments
Configure laptops for new hires, including initial setup and software installations
Perform password resets and assist with account access issues
Install and configure UniFlow printing software for staff and members
Handle basic ticketing tasks using NinjaRMM
Deliver first level IT support and escalate issues when needed
Support remote Clubhouse locations via Zoom and Teams
Document and track issues and resolutions within the ticketing system
Travel to Bronx and Harlem Clubhouses as required

Requirements

High School Diploma
Certifications such as CompTIA A+ or Network+ or relevant training preferred
UniFlow, NinjaRMM, and Windows & Apple macOS experience beneficial
Customer service experience desirable
Excellent communication skills
Troubleshooting and problem-solving abilities

Technologies

Windows 10
Windows 11
Apple macOS
UniFlow
NinjaRMM
Zoom
Teams

Benefits

Empower marginalized communities by elevating voices and driving systemic change
Innovate in mental health advocacy as part of a mission-driven team at the forefront of reform
Professional growth and leadership opportunities through mentorship, training, and career development

Your Impact

Apply basic Windows 10, Windows 11, and macOS troubleshooting skills
Set up laptops for new hires, including initial configuration and software installations
Perform password resets and assist with account access issues
Install and configure UniFlow printing software for staff and members
Manage basic ticketing tasks using NinjaRMM
Provide first-level technical support and escalate issues as needed
Provide remote support to other Clubhouses via Zoom and Teams
Document and track issues and resolutions in the ticketing system
Travel to Bronx and Harlem Clubhouses as required

Who You Are

You enjoy working with people, systems, and solving problems
Detail-oriented, ensuring accuracy and completeness in all tasks
Proactive, taking initiative to address issues with the IT Manager
Customer-focused, committed to delivering excellent service
Dependable, consistently meeting deadlines and taking pride in your work
Belief in providing holistic support to people with serious mental illness
Value inclusion, joy, accountability, and creativity, and want to join a team that embodies these

What You Bring

High School Diploma
Certifications such as CompTIA A+, Network+, or relevant training preferred
UniFlow, NinjaRMM, Windows & Apple macOS experience beneficial
Customer service experience desirable
Excellent communication skills
Strong troubleshooting and problem-solving capabilities

Why Join Fountain House?

Empower marginalized communities by elevating voices and driving systemic change
Innovate in mental health advocacy as part of a mission-driven team
Access mentorship, training, and career development opportunities in a dynamic field

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8d ago

Junior IT Support Technician (Hybrid)

We Solve Problems Beverly Hills, CA

Beverly Hills, CA

8d ago

$70k+/yr Full time Application Support Cloud Platforms Customer Support

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Job Description

We Solve Problems is seeking a Junior IT Support Technician in Beverly Hills, CA for a hybrid role that provides hands-on IT support with mentorship and opportunities to earn industry certifications.

Responsibilities

Serve as the initial contact for client support via phone, email, and tickets.
Troubleshoot desktops, networking, Microsoft 365, and common business applications.
Deliver a strong client experience by resolving issues promptly or escalating when needed.
Support projects on site and remotely as required.
Keep tickets current and maintain tidy, accessible documentation.
Collaborate with a team that prioritizes learning, efficiency, and innovation.

Requirements

Strong problem solving and communication abilities.
Ability to explain technical concepts clearly to non technical users.
Familiarity with Windows, macOS, Microsoft 365, and basic networking.
Motivation to learn and grow within a fast paced MSP environment.
Reliable transportation to support on site and remote work as needed.

Technologies

Windows
macOS
Microsoft 365
RMM
Ticketing systems

Benefits

Flexibility: 60% remote work with a limited commute.
Balance: No on call and no overtime requirements.
Growth: Paid training, certification exams, and career paths to senior or specialized roles.
Support: Company MacBook provided and a friendly, collaborative team.
Benefits: Full Gold PPO health insurance plus 401K with 4% safe harbor matching.
Salary: USD 70,000 per year.

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8d ago

Technical Support Specialist, Ion Chromatography

Thermo Fisher Scientific Charlotte, NC

Charlotte, NC

8d ago

Full time Application Support Chromatography Customer Support

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Job Description

Thermo Fisher Scientific’s North America Digital Remote Services team delivers expert remote support for advanced analytical instruments. Based onsite in North Carolina, the Technical Support Specialist III provides remote technical assistance for Ion Chromatography and related systems, partnering with customers and Field Service Engineers to troubleshoot complex hardware, software, and application issues while working across functions to enhance remote resolution and the overall customer experience.

Responsibilities

Deliver advanced remote technical support for Ion Chromatography, Sample Preparation, Liquid Chromatography, and Discrete Industrial Analyzer product lines.
Work with customers and Field Service Engineers to diagnose and resolve complex hardware, software, and application problems using remote diagnostic tools.
Collaborate with Product Management, R&D, Manufacturing, Marketing, and Field Service to improve remote resolution, support new product introductions, and ensure a high level of customer satisfaction.

Requirements

Advanced Degree with 3+ years of experience, or Bachelor’s Degree with 5+ years of experience supporting analytical instrumentation, or equivalent industry experience.
Bachelor’s degree in Chemistry, Chemical Engineering, Engineering, Electronics, Physics, or a related scientific or technical discipline preferred.
Hands-on experience supporting Ion Chromatography and Sample Preparation instrumentation in a technical support, field service, or laboratory environment; experience with Thermo Fisher instrumentation is preferred.
Experience using Chromeleon Chromatography Data System for instrument control, method development, data acquisition, and troubleshooting.
Strong analytical and troubleshooting skills across instrumentation hardware, software, and laboratory applications.
Excellent verbal and written communication abilities with the capacity to explain complex concepts to diverse audiences.
Proven ability to build customer confidence through active listening, clear communication, and effective remote troubleshooting.
Strong interpersonal skills enabling effective collaboration with customers, Field Service, Product Management, R&D, Manufacturing, and other cross-functional teams.
Experience with Windows operating systems, networking fundamentals, CRM systems, and technical documentation.
Ability to work independently, manage multiple priorities, and maintain a strong customer focus while exercising sound judgment.
Willingness to travel up to 15%.
Additional experience supporting LC/HPLC, DIA, or other analytical instrumentation is an asset.

Technologies

Chromeleon Chromatography Data System
Ion Chromatography
Sample Preparation
Liquid Chromatography (LC/HPLC)
Discrete Industrial Analyzer (DIA)
Windows operating systems
CRM systems

Work Schedule

Standard hours, Monday through Friday.

Environmental Conditions

Physical requirements include lifting up to 40 lbs; typical work is conducted in an office environment.

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9d ago

Helpdesk Specialist

Elite Talent Hub Bethesda, MD

Bethesda, MD

9d ago

$30 - $33/hr Full time Active Directory Apple Device Support Application Support

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Job Description

Elite Talent Hub is seeking a Helpdesk Specialist (Tier 2) to deliver advanced technical support and escalate Tier 1 issues for desktop systems, applications, and enterprise tools across Windows and macOS environments. This hybrid role is based in Bethesda, MD, offering on-site and remote support as required.

Responsibilities

Provide Tier 2 support for escalated incidents and service requests via phone, email, web portal, and in-person support, ensuring timely resolution and clear communication.
Troubleshoot and resolve issues related to desktop and laptop systems (Windows and macOS).
Support enterprise applications and internally developed systems.
Administer email systems (e.g., Outlook, Exchange, Office 365).
Manage user accounts, directories, and permissions (Active Directory).
Diagnose and resolve printer, peripheral, and network connectivity issues.
Install, configure, and maintain operating systems and desktop applications.
Escalate unresolved issues to Tier 3 or specialized teams with proper documentation.
Track and manage incidents using ticketing systems (e.g., ServiceNow, Remedy, Jira).
Maintain accurate documentation and contribute to knowledge base articles and SOPs.
Provide on-site and remote support, including VIP support when required.
Ensure compliance with organizational security policies and procedures.

Requirements

5+ years of experience in Help Desk / Service Desk support (Tier 2 preferred).
Experience supporting Windows and macOS environments.
Hands-on experience with Active Directory / Azure AD and Microsoft Office / Office 365.
Experience with ticketing systems such as ServiceNow or Remedy.
Strong troubleshooting skills across hardware, software, and network issues.
Excellent communication and customer service skills.

Technologies

Windows
macOS
Outlook
Exchange
Office 365
Active Directory
Azure AD
ServiceNow
Remedy
Jira
Apple Device Support
Remote support tools
Endpoint management solutions

Pay

Hourly rate: USD 30.00 - 33.00 per hour

Work Location

Hybrid remote in Bethesda, MD 20811

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11d ago

Desktop Support Technician

London Approach Malvern, PA

Malvern, PA

11d ago

$27 - $28/hr Full time Active Directory Application Support Desktop Imaging And Deployment

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Job Description

Onsite Desktop Support Technician role with London Approach in Malvern, PA, delivering end-user IT support, hardware and software troubleshooting, imaging and deployment, basic Active Directory tasks, and incident management in a full-time position with benefits.

Responsibilities

Provide desktop, laptop, printer, mobile device, and peripheral support for end users onsite and remotely
Troubleshoot hardware, software, operating system, connectivity, and application-related issues
Image, configure, deploy, and replace workstations and other endpoint devices
Assist with user account setup, password resets, permissions, and basic Active Directory administration
Support Microsoft Office 365 apps including Office, Outlook, Teams; Windows operating systems; VPN; Wi-Fi; printers; and business applications
Document incidents, service requests, troubleshooting steps, and resolutions in the ticketing system
Escalate more complex issues to systems, network, security, or application teams as needed
Assist with onboarding and offboarding employees, including equipment preparation and account access
Maintain accurate inventory records for IT assets, devices, and assigned equipment
Support basic network troubleshooting including connectivity, docking stations, VoIP phones, and conference room technology
Follow IT policies, security standards, and support procedures to ensure consistent service delivery
Provide professional, patient, and clear communication to users of varying technical skill levels

Requirements

3+ years of experience in desktop support, help desk, IT support, or a related technical role
Experience supporting Windows desktops/laptops and Microsoft Office 365 applications
Basic understanding of Active Directory, user accounts, permissions, and password resets
Familiarity with imaging, workstation setup, hardware replacement, and device troubleshooting
Ability to troubleshoot printers, peripherals, network connectivity, VPN, and common business applications
Experience using a ticketing system to track and resolve support requests
Strong customer service, communication, and problem-solving skills
Ability to prioritize multiple tickets and support requests in a timely manner
Comfortable providing both remote and hands-on support

Technologies

Microsoft Office 365
Outlook
Teams
Windows operating systems
VPN
Wi-Fi
Active Directory
Imaging tools
Intune
SCCM
Remote support tools
Endpoint management platforms
Ticketing system

Benefits

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off

Compensation

Hourly pay: 27.00 - 28.00 USD per hour

Annual potential: up to 55,000 USD, depending on experience

Schedule and Work Environment

This is a full-time role that may require onsite support, occasional travel between local offices, and after-hours support depending on business needs.