About Company
Join a dynamic team that thrives on enabling seamless digital experiences for a diverse client base. Career.zycto is at the forefront of delivering robust technological solutions, committed to innovation and operational excellence. For an IT Support Technician, this means an environment where your problem-solving skills are valued, your growth is encouraged, and your impact is directly felt by end-users. We believe in empowering our talent to manage their work-life balance while contributing to critical infrastructure, making us an ideal place for tech professionals who excel in a flexible, results-driven setting.
Job Description
Are you an adaptable and skilled IT professional looking to leverage your expertise from the comfort of your home? Career.zycto is seeking a dedicated Remote IT Support Technician to join our growing team. This is a fantastic opportunity for an individual who excels in problem-solving, customer service, and technical troubleshooting within a virtual environment. As a key member of our remote support network, you will be the first point of contact for our clients, ensuring their IT systems run smoothly and efficiently. You will handle a diverse range of technical issues, from hardware and software glitches to network connectivity problems, all while maintaining a high level of professionalism and empathy. This role demands a proactive approach, excellent communication skills, and a strong commitment to delivering exceptional user support. If you thrive on resolving technical challenges, are self-motivated, and can manage your workload independently, we invite you to apply and become an integral part of our success story, contributing to a secure and functional IT environment for all our users. Your ability to work autonomously and prioritize effectively will be crucial in this fast-paced, remote-first setting.
Key Responsibilities
- Provide first and second-line technical support via phone, email, chat, and remote desktop tools.
- Diagnose and resolve hardware, software, network, and system issues for end-users remotely.
- Manage user accounts, permissions, and access rights within Active Directory and various cloud platforms.
- Install, configure, and troubleshoot operating systems (Windows, macOS), productivity suites (Microsoft 365), and essential business applications.
- Document all support activities, resolutions, and solutions thoroughly in the ticketing system (e.g., Zendesk, ServiceNow) accurately and promptly.
- Escalate complex or unresolved issues to senior technicians or specialized teams when necessary, ensuring smooth handover.
- Contribute to the creation and maintenance of a comprehensive knowledge base and self-help documentation for common IT issues.
- Ensure data integrity and security protocols are adhered to during all support interactions, safeguarding sensitive information.
- Perform routine system health checks and preventative maintenance tasks to minimize disruptions.
Required Skills
- Minimum of 2 years of experience in a remote IT support or helpdesk role.
- Strong knowledge of Windows operating systems (Windows 10/11) and macOS environments.
- Proficiency with Microsoft 365 suite (Outlook, Word, Excel, Teams, SharePoint, OneDrive).
- Solid understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN client configuration).
- Experience with helpdesk ticketing systems for incident management and request fulfillment.
- Excellent verbal and written communication skills for clear technical explanations.
- Exceptional problem-solving, analytical, and critical thinking abilities.
- Proven ability to work independently, prioritize tasks, and manage time effectively in a remote setting.
- Strong customer service orientation with a patient and empathetic approach.
Preferred Qualifications
- Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
- Experience with Mobile Device Management (MDM) solutions (e.g., Intune, Jamf).
- Basic understanding of cloud platforms like Azure or AWS.
- Previous experience supporting virtualized environments (e.g., VMware, Hyper-V).
- Familiarity with remote monitoring and management (RMM) tools.
Perks & Benefits
- Competitive salary package with regular performance reviews.
- Flexible work-from-home arrangement, promoting work-life balance.
- Generous paid time off, including annual leave and public holidays.
- Comprehensive health and dental insurance plans.
- Opportunities for professional development, training, and certification sponsorships.
- Access to a supportive, collaborative, and diverse remote team environment.
- Home office stipend to assist with equipment and internet costs.
- Company-provided laptop and essential software licenses.
- Employee assistance program for personal and professional support.
How to Apply
To seize this exciting opportunity and join our innovative team, please click on the application link below. We look forward to reviewing your application and learning more about how your skills and experience can contribute to Career.zycto’s success.
