Tech Support (Remote)

Position Summary

Are you passionate about solving technical challenges and helping others succeed? As a Remote Technical Support Specialist, you will be the first point of contact for clients and employees, delivering exceptional support to keep their systems running smoothly. This role requires a mix of technical expertise, effective communication, and a dedication to customer satisfaction.

Location: LATAM

Schedule: 9-6 EST

About our client:

Our client excels in security and access control solutions, specializing in large-scale installations. They provide tailored CCTV, alarm, intercom, and automation systems for high-end offices and residences, backed by certified technicians and exceptional support.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
• At least 2 years of experience in a technical support or help desk environment.
• Proficiency with operating systems like Windows, macOS, and Linux.
• Solid understanding of networking principles and troubleshooting techniques.
• Previous experience supporting B2B clients, startups, and U.S.-based organizations.
• Professional-level English (spoken and written).

Technical Knowledge & Hard Skills

• Hands-on experience troubleshooting hardware, software, and network issues.
• Expertise in security systems like Ubiquiti, DW Spectrum, KeyScan Aurora, Control 4, and Honeywell.
• Familiarity with remote support tools and network connectivity diagnostics.
• Proficiency in IT service management tools and ticketing systems.

Main Tools to Manage for this Position

• Google Suite: Gmail, Docs, Sheets, Slides, Drive for Desktop.
• Microsoft Office: Word, Excel.
• Hubstaff: Web App and Desktop App.
• Zoom: Meetings and Breakout Rooms.
• Other Tools: Wiring configuration software, diagram creators.

Soft Skills

• Exceptional customer service orientation with patience and empathy.
• Strong verbal and written communication skills to simplify complex technical concepts.
• Adaptability to learn and embrace new tools and technologies.
• Excellent multitasking and organizational abilities.
• A collaborative team player who can also work independently.

Responsibilities

• Provide prompt technical support via phone, email, and WhatsApp.
• Dispatch onsite technicians to client locations when necessary.
• Remotely access systems to configure features and troubleshoot issues.
• Create wiring charts, diagrams, and technical documentation.
• Guide onsite technicians with wiring and system configurations.
• Program systems remotely while onsite technicians implement changes.
• Diagnose and resolve hardware, software, and networking issues.
• Escalate advanced technical challenges to appropriate teams.
• Maintain a repository of technical procedures and solutions for future use.

Benefits

• Competitive pay in US dollars
• Additional Compensation for Extra Hours
• Opportunity to grow
• Time-off flexibility

Don’t forget to follow us on social media as @hiredremoteli for more updates! You can also apply directly on hiredremoteli.com/jobs for this position and other opportunities.