Position Overview: Youll provide technical support and troubleshooting to end-users from a remote location. Your role is to resolve software/hardware/network issues, answer support requests, and ensure users have reliable access to the systems they need. Key Responsibilities: • Respond to help requests via email, chat, phone, or help-desk ticketing system. • Troubleshoot problems with operating systems, software applications, hardware, and network connectivity. • Guide users through step-by-step solutions (remote desktop, instructions, or resources). • Escalate complex or unresolved issues to senior technicians or specialized teams. • Log and document each support request, resolution steps, and outcomes. • Maintain and update support knowledge bases, FAQs, or documentation. • Provide follow-up to ensure the users issue is resolved. • Occasionally assist with software installs, updates, or user account setups. Qualifications: • High school diploma (some jobs prefer associate degree or relevant certifications). • Basic to intermediate knowledge of operating systems (Windows, macOS), common software, and networks. • Familiarity with help-desk or ticketing tools (e.g. Zendesk, Freshdesk, ServiceNow). • Strong communication skills clear writing and ability to explain technical issues in simple terms. • Problem-solving skills, patience, and customer-service orientation. • Ability to work independently and manage time effectively in a remote environment.