Remote Support Analyst – Flexible Night and Weekend Shifts

Mashreq Bank; Canada; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading remote support company is seeking a Remote Support Analyst to provide technical assistance and troubleshooting across various platforms. This fully remote role requires problem-solving skills and the ability to work flexible night and weekend shifts. Ideal candidates will have a strong understanding of IT concepts and excellent communication skills. This position offers competitive pay, flexible schedules, and career development opportunities.

Benefits

100% remote work

Competitive pay

Flexible schedules

Career development

Collaborative virtual culture

Qualifications

• 1–2 years of experience in technical support or customer service preferred.
• Experience with ticketing systems, CRM tools, or remote desktop applications is beneficial.
• Freshers with strong technical skills encouraged to apply.

Responsibilities

• Provide remote technical support via chat, email, and ticketing systems.
• Diagnose and troubleshoot software, hardware, and network issues.
• Escalate complex issues to senior support teams as necessary.
• Maintain accurate documentation of issues and resolutions.

Skills

IT concepts understanding

Analytical skills

Troubleshooting abilities

Written communication

Task prioritization

Independent work

Multi-tasking

Tools

Ticketing systems

CRM tools

Remote desktop applications

Job description

Job Summary

Progressive Technology is seeking a dedicated and highly motivated Remote Support Analyst to join our growing global support team. In this role, you will provide technical assistance, troubleshoot system issues, and support end-users across various platforms. This fully remote position is ideal for individuals who excel in problem-solving, enjoy independent work, and are comfortable working flexible night and weekend shifts. You will play a vital role in ensuring smooth operations for customers and internal teams by delivering timely, accurate, and customer-focused support.

Key Responsibilities

• Provide remote technical support to customers via chat, email, and ticketing systems.

• Diagnose, troubleshoot, and resolve software, hardware, and network-related issues.

• Escalate complex or high-priority issues to senior support teams as required.

• Maintain accurate documentation of issues, resolutions, and system updates.

• Monitor system alerts and respond promptly to incidents.

• Assist users with setup, configuration, and routine maintenance tasks.

• Collaborate with internal teams to identify recurring issues and suggest long‑term solutions.

• Ensure exceptional customer service by communicating clearly and empathetically.

• Follow established support protocols, security policies, and technical standards.

Required Skills and Qualifications

• Strong understanding of basic IT concepts including operating systems, software applications, and networking principles.

• Excellent analytical and troubleshooting abilities.

• Strong written communication skills with the ability to explain technical concepts clearly.

• Ability to prioritize tasks and manage time effectively.

• Comfortable working independently with minimal supervision.

• Adept at handling multiple support requests simultaneously.

• Reliable internet connection and a dedicated remote workspace.

Experience

• 1–2 years of experience in a technical support, help desk, or customer service role (preferred, but not mandatory).

• Experience using ticketing systems, CRM tools, or remote desktop applications is an asset.

• Freshers with strong technical aptitude and willingness to learn are encouraged to apply.

Working Hours

• Flexible night and weekend shifts based on business requirements.

• Shift scheduling will be communicated in advance.

• Opportunity for additional hours depending on workload and coverage needs.

Knowledge, Skills, and Abilities

• Knowledge of Windows/macOS environments and basic system administration.

• Familiarity with internet troubleshooting, VPNs, and common remote access tools.

• Strong problem‑solving mindset with attention to detail.

• Ability to work efficiently in a fast‑paced, remote environment.

• Customer‑centric approach with patience and professionalism.

• Ability to follow procedures while also thinking critically to resolve unique issues.

Benefits

• 100% remote work—no commute required.

• Competitive pay with opportunities for performance‑based incentives.

• Flexible schedules ideal for work‑life balance.

• Career development and training opportunities.

• Supportive and collaborative virtual work culture.

• Opportunity to grow into advanced technical or supervisory roles.

Why Join Progressive Technology?

At Progressive Technology, we believe in empowering our employees to succeed from anywhere. You will be part of a forward‑thinking company that values innovation, teamwork, and continuous learning. Here, your contributions directly impact our clients and our long‑term success. We offer a stable, inclusive, and growth‑focused environment where your technical talent can flourish.

How to Apply

Interested candidates can submit their resume and a brief cover letter outlining their technical skills and availability. Shortlisted applicants will be contacted for an online assessment and virtual interview.