About Company
Ready to make a significant impact from the comfort of your home? At Career.zycto, we specialize in connecting top-tier technical talent with forward-thinking companies. We champion innovation and believe in empowering our engineers to solve complex challenges creatively. As a Technical Support Engineer partnered through us, you’ll find a collaborative environment where your problem-solving skills are highly valued, and continuous learning is encouraged. We focus on placing professionals where they can thrive, fostering growth and career advancement. If you’re passionate about technology and dedicated to delivering exceptional service, Career.zycto is your gateway to an exciting new chapter.
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Job Description
Career.zycto is actively seeking a highly motivated and experienced Technical Support Engineer to join our network of remote professionals. This is an exciting opportunity for an individual who thrives on solving complex technical issues and providing exceptional service in a fast-paced, dynamic environment. As a key member of a distributed team, you will be instrumental in diagnosing and resolving software and hardware problems, guiding users through troubleshooting steps, and ensuring optimal system performance.
We are looking for someone with a strong background in IT support, excellent communication skills, and a genuine passion for technology. This remote role offers the flexibility to work from your home office in Goodyear, Arizona, while collaborating with teams and clients across various time zones. You will contribute to maintaining high customer satisfaction by addressing inquiries promptly and efficiently, escalating issues when necessary, and contributing to our knowledge base. If you are a proactive problem-solver with a customer-centric approach and a desire to leverage your technical expertise in a remote setting, we encourage you to apply. Join us and help shape the future of technical support for innovative companies.
Key Responsibilities
- Provide advanced technical support and troubleshooting for software, hardware, and network-related issues.
- Diagnose and resolve complex technical problems reported by end-users via phone, email, chat, and ticketing systems.
- Collaborate with development and engineering teams to escalate and resolve critical issues, documenting solutions and workarounds.
- Maintain detailed records of support interactions, resolutions, and follow-up actions in the ticketing system.
- Develop and update technical documentation, FAQs, and knowledge base articles to empower users and streamline support processes.
- Participate in on-call rotations for after-hours support as needed.
- Identify trends in support issues and recommend proactive solutions or system enhancements.
- Assist in the deployment and configuration of new systems and applications.
- Conduct remote training sessions for users on new features or best practices.
Required Skills
- 3+ years of experience in a Technical Support or IT Support role.
- Proficiency with Windows and Linux operating systems.
- Strong understanding of networking concepts (TCP/IP, DNS, VPN).
- Experience with cloud platforms (AWS, Azure, GCP) is a plus.
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication skills.
- Ability to work independently and manage multiple priorities in a remote environment.
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Desk).
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Relevant certifications (e.g., CompTIA A+, Network+, CCNA, ITIL).
- Experience with scripting languages (e.g., Python, PowerShell) for automation.
- Previous experience supporting enterprise-level applications or SaaS products.
- Familiarity with database concepts (SQL) and basic query writing.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) retirement plan with company match.
- Dedicated budget for professional development and certifications.
- Ergonomic home office stipend.
- Flexible work schedule and remote-first culture.
- Opportunities for career growth and advancement within our partner network.
- Collaborative and supportive team environment.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your relevant experience in technical support, problem-solving capabilities, and your ability to thrive in a remote work setting. We look forward to reviewing your application and exploring how your skills can contribute to our team.
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