About Company
Aflac, a Fortune 500 company, is a leading provider of supplemental insurance in the United States. For over six decades, we’ve been dedicated to helping individuals and families protect themselves from the financial challenges of unexpected illnesses and injuries. Our commitment extends beyond our policyholders to fostering a dynamic, inclusive, and innovative work environment for our employees. At Aflac, we believe in the power of people, and we leverage cutting-edge technology to drive our mission forward. We’re proud to be recognized for our ethical practices, diversity initiatives, and sustained employee satisfaction. Joining Aflac means becoming part of a legacy of care, innovation, and community impact, where your contributions directly support millions of lives. We are committed to fostering an environment where every employee feels valued, respected, and empowered to contribute their best, even from a remote setting. Our robust infrastructure supports seamless remote collaboration, ensuring that you remain connected and integrated with our team.
Job Description
Are you a problem-solver with a passion for technology and a knack for helping others? Do you thrive in a dynamic, fast-paced environment and excel at diagnosing and resolving complex technical issues from the comfort of your home office? Aflac is seeking a talented and self-motivated Remote Technical Support Engineer to join our innovative IT team. In this pivotal role, you will be the first line of defense for our internal users, providing expert-level technical assistance for a wide array of hardware, software, and network-related challenges.
As a Remote Technical Support Engineer, you will play a crucial part in ensuring the seamless operation of Aflac’s critical systems and applications that empower our workforce across various departments. You will utilize your analytical skills to troubleshoot issues, implement effective solutions, and escalate more complex problems to specialized teams when necessary. This position offers the unique opportunity to work remotely, allowing you to maintain a healthy work-life balance while still being an integral part of our highly collaborative IT department. You will be responsible for supporting a diverse user base, ranging from sales agents to corporate executives, requiring excellent communication skills and a customer-centric approach. We are looking for someone who is not only technically proficient but also possesses strong interpersonal skills, empathy, and patience. You will document solutions, contribute to our knowledge base, and actively seek opportunities to improve support processes, ultimately enhancing overall user satisfaction and system reliability. This role is perfect for a dedicated professional looking to make a significant impact within a stable, reputable company that values its employees and invests in their growth. You will become an essential part of a team dedicated to operational excellence, where your ability to resolve intricate technical problems directly contributes to our company’s efficiency and our employees’ productivity. If you are passionate about technology, dedicated to service excellence, and eager to contribute to a company that makes a real difference in people’s lives, we encourage you to apply. We pride ourselves on continuous learning and professional development, providing resources and opportunities for our engineers to stay ahead in an ever-evolving technological landscape.
Key Responsibilities
- Provide advanced remote technical support via phone, email, chat, and ticketing system for hardware, software, and network issues.
- Diagnose, troubleshoot, and resolve complex technical problems related to Windows/Mac operating systems, Microsoft Office 365 suite, VPN connectivity, and corporate applications.
- Perform remote installations, configurations, and maintenance of software and hardware.
- Escalate unresolved issues to appropriate internal teams (e.g., Network Operations, System Administration, Application Development) with detailed problem descriptions and troubleshooting steps.
- Document all support interactions, resolutions, and solutions in the IT service management system.
- Contribute to the creation and maintenance of a comprehensive knowledge base for common issues and their resolutions.
- Identify trends in technical issues and suggest proactive solutions or improvements.
- Ensure timely resolution of incidents and service requests in adherence to SLAs.
- Provide guidance and training to end-users on best practices for software and hardware usage.
- Participate in on-call rotation as required to provide extended support coverage.
Required Skills
- 3+ years of experience in a technical support role, preferably in a remote environment.
- Strong proficiency with Windows 10/11 and macOS operating systems.
- Expertise in troubleshooting Microsoft Office 365 applications (Outlook, Word, Excel, Teams, SharePoint).
- Solid understanding of network fundamentals (TCP/IP, DNS, DHCP, VPN) and connectivity troubleshooting.
- Experience with Active Directory user and computer management.
- Familiarity with remote access tools and desktop management software.
- Excellent verbal and written communication skills with a customer-centric approach.
- Strong problem-solving and analytical abilities.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification.
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certification.
- Experience with an IT Service Management (ITSM) platform (e.g., ServiceNow, Jira Service Desk).
- Experience supporting virtual desktop environments (e.g., Citrix, VMware Horizon).
- Basic scripting knowledge (e.g., PowerShell).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off (PTO) and paid holidays.
- Remote work flexibility with a focus on work-life balance.
- Employee assistance program (EAP).
- Opportunities for professional development and continuous learning.
- Employee wellness programs.
- Discounted Aflac products.
- Virtual team-building events and company culture initiatives.
How to Apply
To apply for this exciting opportunity, please click on the application link below. You will be redirected to our careers page where you can submit your resume and cover letter. We look forward to reviewing your application!