About Company
Verizon Business is a leading global provider of advanced communications and technology services, committed to delivering innovative solutions that empower businesses to thrive in the digital age. We serve a vast array of clients, from small businesses to Fortune 500 enterprises, with a comprehensive portfolio including network connectivity, security, collaboration, and IoT solutions. Our commitment to excellence is matched by our dedication to fostering a supportive and dynamic work environment where employees can grow, innovate, and make a real impact. We believe in harnessing the power of technology to connect the world and are looking for passionate individuals to join our team and contribute to our mission.
Job Description
Are you a highly motivated and customer-focused IT professional looking for an exciting opportunity to provide exceptional technical support from the comfort of your home? Verizon Business is seeking a talented Remote IT Helpdesk Engineer to join our dynamic team, supporting our internal employees and clients across various time zones. In this critical role, you will be the first point of contact for technical issues, offering prompt, efficient, and friendly assistance to ensure seamless operation of IT systems and services. Your expertise will be vital in diagnosing and resolving a wide range of hardware, software, network, and application problems, directly contributing to our operational efficiency and employee satisfaction.
This position requires a proactive individual with excellent problem-solving skills, a strong understanding of IT fundamentals, and a passion for helping others. You will manage incidents, troubleshoot complex issues, and escalate problems to higher-tier support when necessary, all while maintaining clear communication with end-users. As a Remote IT Helpdesk Engineer, you will play a crucial part in maintaining the productivity of our workforce by providing expert guidance and quick resolutions to technical challenges. We value continuous learning and offer opportunities for professional development to help you expand your skill set and advance your career within Verizon Business. If you’re ready to make a significant impact in a remote-first environment, we encourage you to apply.
Key Responsibilities
- Provide first-line technical support for incoming queries and issues related to computer systems, software, and hardware via phone, email, and chat.
- Diagnose and resolve technical hardware and software issues, including but not limited to operating system problems (Windows, macOS), productivity suites (Microsoft 365), VPN connectivity, and peripheral devices.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions to identify the root cause of issues.
- Escalate unresolved issues to the appropriate internal teams (e.g., Level 2 support, network operations, security) while maintaining clear and detailed documentation.
- Track all helpdesk interactions, incidents, and resolutions using our IT service management (ITSM) platform.
- Install, configure, and troubleshoot software and applications for remote users.
- Assist with user account management, including password resets, account creation, and access permission modifications.
- Educate users on best practices, common solutions, and self-service options to reduce future support requests.
- Contribute to the creation and maintenance of knowledge base articles and technical documentation.
- Participate in on-call rotations or provide support during extended hours as needed, to cover global operations.
- Adhere to company IT policies, security protocols, and service level agreements (SLAs).
Required Skills
- Minimum of 30 months (2.5 years) experience in an IT Helpdesk or Technical Support role.
- Strong proficiency in troubleshooting Windows operating systems (Windows 10/11) and macOS.
- Experience with Microsoft 365 administration and support (Outlook, Word, Excel, Teams, SharePoint).
- Familiarity with network fundamentals (TCP/IP, DNS, DHCP, VPN) and basic network troubleshooting.
- Proven ability to provide exceptional customer service and support in a remote environment.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
- Strong problem-solving and analytical skills.
- Ability to work independently and manage time effectively in a fast-paced, remote work setting.
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk) for incident management.
Preferred Qualifications
- CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate certifications.
- Experience with mobile device management (MDM) solutions.
- Basic understanding of Active Directory and Azure Active Directory.
- Familiarity with remote desktop tools (e.g., TeamViewer, AnyDesk, RDP).
- Experience supporting cloud-based applications and virtual environments (e.g., AWS, Azure, VMware).
- A Bachelor's degree in Information Technology, Computer Science, or a related field.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holiday schedule.
- Robust professional development and training opportunities, including certification reimbursement.
- Employee assistance program for personal and professional well-being.
- Access to a wide range of employee discounts on Verizon products and services.
- A supportive and collaborative remote work environment.
- Opportunities for career advancement within a global technology leader.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your relevant experience and technical skills. We look forward to reviewing your application and potentially welcoming you to the Verizon Business team!