Remote Technical Support Specialist — First-Call Expert

Irth Solutions; United States; Remote; USD 53,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

Work-from-home stipend

Medical insurance

401(k) plan

Flexible PTO

Job summary

Irth Solutions is seeking a Technical Support Specialist to join our remote team in the United States. You will be the first line of contact, diagnosing hardware and software issues, guiding users through troubleshooting steps, and escalating tickets as needed to meet SLAs.

You will document activities in Freshdesk, create user guides, and participate in on-site training as required. A Bachelor's degree and 2–3 years in IT support are preferred.

Qualifications

• Bachelor’s degree in IT, CS, Eng or related field preferred.
• 2–3 years of technical support experience.
• Experience diagnosing hardware, software, OS, and network issues.
• Experience supporting customers in a service-oriented environment.

Responsibilities

• Provide outstanding customer service to internal and external customers.
• Diagnose and troubleshoot hardware, software, and configuration issues.
• Document troubleshooting steps and update tickets in Freshdesk.
• Escalate complex issues per procedures.

Skills

Windows

macOS

Linux

Networking basics

Remote support

Education

Bachelor’s degree in IT/CS/Eng

IT certifications considered

Tools

Freshdesk

PowerShell

Python

C++

Bash

Job description

Irth Solutions is seeking a Technical Support Specialist to join our remote team in the United States. You will be the first line of contact, diagnosing hardware and software issues, guiding users through troubleshooting steps, and escalating tickets as needed to meet SLAs.

You will document activities in Freshdesk, create user guides, and participate in on-site training as required. A Bachelor's degree and 2–3 years in IT support are preferred.