Remote Technical Support Specialist | IT Dispatch Professional

Our established technology firm delivers premium software solutions that enhance business efficiency across industries globally. We're seeking an experienced Technical Support Specialist to join our dispatch team, providing first-level technical support to our diverse enterprise client base. Key Responsibilities - Deliver responsive first-level technical support for various hardware configurations, enterprise software, cloud-based SaaS platforms, and mobile solutions. - Take complete ownership of customer issues from initial contact through to successful resolution, maintaining accountability throughout the support lifecycle. - Communicate proactively with customers, providing transparent updates during the resolution process. - Document all customer interactions meticulously within our enterprise ticketing system. - Analyze patterns in technical inquiries to anticipate customer needs and prevent potential issues. - Create, update, and refine knowledge base articles to strengthen self-service capabilities. - Collaborate effectively with tier-two and tier-three support specialists when escalation becomes necessary. - Participate in scheduled on-call rotations to ensure comprehensive 24/7 customer support coverage. - Continuously enhance technical expertise and customer service capabilities through structured training programs. - Contribute meaningfully to key performance metrics including response times, first-contact resolution rates, and customer satisfaction scores. Required Skills and Qualifications - Technical education in Industrial Automation, Automatic Control Systems, Computer Networking, or related technical disciplines. - Minimum 2+ years of experience in technical support, help desk, or similar customer-facing IT roles. - Comprehensive knowledge of current Windows (10/11), macOS (Monterey/Ventura), and Linux (Ubuntu/CentOS) operating systems. - Demonstrated experience troubleshooting hardware issues across various devices and peripherals. - Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, and routing protocols. - Practical knowledge of cloud services and SaaS platforms (Microsoft 365, Google Workspace, Salesforce). - Proficiency with enterprise ticketing systems (ServiceNow, Zendesk, Jira Service Management). - Exceptional written and verbal communication skills in business English. - Advanced analytical thinking and systematic problem-solving abilities. - Customer-centric mindset with superior interpersonal skills. - Self-motivation with demonstrated capacity to work independently while contributing to team objectives. - Comfort and effectiveness working in a remote environment with minimal direct supervision. Nice to Have - Experience with modern industrial automation systems including Allen-Bradley/Siemens PLCs, SCADA, and HMI interfaces. - Knowledge of control system principles and diagnostic techniques. - Familiarity with enterprise VoIP systems and telecommunications infrastructure. - Proficiency with remote support tools (TeamViewer, AnyDesk, Remote Desktop). - Technical certifications (CompTIA A+/Network+, ITIL v4, Microsoft 365 Certified, Cisco CCNA). - Experience with database management systems (SQL Server, Oracle, MongoDB). - Working knowledge of scripting languages (PowerShell, Bash, Python). - Hands-on experience with virtualization technologies (VMware vSphere, Microsoft Hyper-V). - Multi-language proficiency, particularly in business contexts. Why Join Our Team As a Technical Support Specialist with our organization, you'll engage with cutting-edge technologies while developing advanced technical and customer service capabilities. We provide competitive compensation, flexible remote work arrangements, substantial professional development opportunities, and membership in a collaborative global team that values innovation and excellence. Your contributions will directly impact customer satisfaction and business outcomes in our dynamic, growth-oriented environment.