About Company
Seeking a dynamic environment where your technical expertise directly impacts user success? Career.zycto specializes in connecting top-tier IT talent with forward-thinking organizations. We pride ourselves on fostering growth and providing unparalleled opportunities within the tech landscape. For Technical Support Analysts, we offer a pathway to roles that champion problem-solving, continuous learning, and direct user engagement, all while working with innovative tools and supportive teams. Join us to elevate your career in IT support.
Advertisement
Job Description
Career.zycto is actively seeking a dedicated and skilled Technical Support Analyst to join our client’s remote helpdesk team. In this pivotal role, you will be the first point of contact for users experiencing technical issues, providing crucial support to ensure their operations run smoothly and efficiently. This is a fully remote position, allowing you to work from the comfort of your home while collaborating with a vibrant team. You will be instrumental in troubleshooting a wide array of software and hardware problems, guiding users through solutions, and escalating complex issues when necessary. Your ability to communicate clearly, patiently, and effectively will be paramount to success. We’re looking for someone who is not just good at fixing things, but also passionate about helping people and improving their technical experience. If you thrive in a fast-paced environment, possess strong analytical skills, and are committed to delivering exceptional customer service, this opportunity is for you. This role requires a proactive approach to identifying potential issues, documenting solutions, and contributing to a knowledge base that empowers users and fellow team members. Become a vital part of a team dedicated to technical excellence and user satisfaction.
Key Responsibilities
- Provide first-line technical support to end-users via phone, email, chat, and remote assistance tools.
- Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.
- Troubleshoot common IT problems such as password resets, printer issues, peripheral device malfunctions, and software installations.
- Document all support interactions, resolutions, and steps taken in the ticketing system accurately and thoroughly.
- Escalate complex or unresolved issues to higher-tier support teams or specialists with comprehensive details.
- Guide users through step-by-step solutions and provide clear, concise instructions.
- Contribute to the development and maintenance of a comprehensive knowledge base and FAQ resources.
- Monitor helpdesk queues, ensuring timely response and resolution to user requests.
- Participate in ongoing training and professional development to stay current with technology trends and best practices.
- Ensure high levels of customer satisfaction through professional and empathetic service.
Required Skills
- Proficiency in troubleshooting Windows and macOS operating systems.
- Experience with common productivity suites (e.g., Microsoft 365, Google Workspace).
- Familiarity with remote desktop support tools (e.g., TeamViewer, AnyDesk, RDP).
- Basic understanding of networking concepts (TCP/IP, DNS, VPN).
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Exceptional customer service and interpersonal skills.
- Ability to work independently and manage time effectively in a remote setting.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certification.
- Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Zendesk, Jira Service Management).
- Previous experience in a remote helpdesk or call center environment.
- Familiarity with cloud platforms (e.g., Azure, AWS, Google Cloud).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- Flexible remote work schedule.
- Opportunities for professional development and certifications.
- Home office stipend or equipment allowance.
- Supportive and collaborative team environment.
How to Apply
If you are a proactive and customer-focused Technical Support Analyst looking for a challenging remote opportunity, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your qualifications.
Advertisement
