IT Support Technician — Americas (Remote Troubleshooting)

Rhenus Group; Miami (FL); On-site; USD 52,000 - 68,000; Full time

Job summary

Rhenus Group is seeking a dedicated IT Support professional to serve as the principal technical contact for employees across the Americas. You will conduct remote troubleshooting, analyze issues, and guide users through resolutions with clear communication.

You will escalate complex problems following established protocols, maintain knowledge resources, and help improve service delivery through feedback and process enhancements.

Qualifications

• Experience providing technical support to employees in a regional or global context.
• Ability to diagnose and resolve issues remotely using systematic diagnostic approaches.
• Proven track record of documenting issues and resolutions clearly.

Responsibilities

• Serve as the primary technical contact for employees across the Americas region via phone, email, and enterprise ticketing systems.
• Conduct remote troubleshooting using structured diagnostic protocols to identify root causes.
• Analyze reported problems and system data to propose optimal solutions based on SLA and priorities.
• Guide employees through resolution steps with clear, accessible language.
• Escalate complex issues to higher tiers with complete documentation for smooth handoffs.
• Provide accurate information on IT products, services, and policies per standards.
• Maintain detailed records of interactions and resolutions in knowledge bases.
• Implement follow-up procedures to verify resolution and satisfaction.
• Channel employee feedback and recurring issues to internal teams for improvement.
• Identify opportunities to improve support processes and resources.

Skills

Remote troubleshooting

Communication skills

Analytical thinking

Documentation

Customer service

Tools

Enterprise ticketing systems

Knowledge management systems

Job description

Rhenus Group is seeking a dedicated IT Support professional to serve as the principal technical contact for employees across the Americas. You will conduct remote troubleshooting, analyze issues, and guide users through resolutions with clear communication.

You will escalate complex problems following established protocols, maintain knowledge resources, and help improve service delivery through feedback and process enhancements.