Remote Technical Support Specialist - Network Infrastructure

Placements24; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Performance bonuses

Health insurance

Paid time off

Retirement savings plan

Work from home

Job summary

Placements24 is seeking a Remote Technical Support Specialist to act as the first line of contact for clients facing network infrastructure issues. You will diagnose and resolve complex hardware and software problems, guide users through solutions, and document interactions in our CRM system.

The role is remote-first, requiring proactive communication and the ability to manage workload independently. You will work with Windows, Linux, and macOS networking components, leverage monitoring tools,

Qualifications

• Experience in a technical support role with a focus on network infrastructure.
• Ability to work remotely and manage workload independently.
• Strong knowledge of TCP/IP, DNS, DHCP and related networking concepts.
• Excellent communication and problem-solving skills.

Responsibilities

• Provide remote technical support to clients via phone, email, and chat for network infrastructure issues.
• Diagnose, troubleshoot, and resolve complex hardware and software networking problems.
• Escalate unresolved issues to senior support tiers or engineering teams with detailed documentation.
• Guide users through step-by-step solutions and educate them on best practices for network management.
• Maintain accurate records of client interactions, issues, and resolutions in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Monitor network performance and identify issues before they impact clients.
• Participate in team meetings and training sessions to stay updated on product developments.

Skills

Networking protocols

TCP/IP DNS DHCP

Routing & Switching

Network monitoring

OS: Windows/Linux/macOS

Technical communication

Remote work

CCNA/Network+

Tools

Wireshark

tcpdump

Job description

About the Role

Our client is a rapidly growing technology firm seeking a highly proficient and self-motivated Remote Technical Support Specialist to join their virtual team. This role is crucial for providing expert assistance to clients experiencing issues with our cutting-edge network infrastructure solutions. Operating entirely remotely from your designated home office, you will be the first point of contact for technical challenges, leveraging your in-depth knowledge to resolve complex problems efficiently and effectively. This is an exceptional opportunity for a technically adept individual who thrives in a remote-first environment and possesses a passion for problem-solving and client satisfaction. You will play a key role in maintaining the high standards of support that our client is known for, contributing directly to client retention and the overall success of the business. The ideal candidate will be a proactive communicator, a quick learner, and capable of managing their workload independently.

Key Responsibilities

• Provide remote technical support to clients via phone, email, and chat for network infrastructure issues.
• Diagnose, troubleshoot, and resolve complex hardware and software problems related to networking devices and services.
• Escalate unresolved issues to senior support tiers or relevant engineering teams with detailed documentation.
• Guide users through step-by-step solutions and educate them on best practices for network management.
• Maintain accurate records of client interactions, issues, and resolutions in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Monitor network performance and identify potential issues before they impact clients.
• Participate in regular team meetings and training sessions to stay updated on product developments and support procedures.
• Ensure client satisfaction by providing timely, accurate, and professional technical assistance.

Requirements

• Proven experience in a technical support role, with a focus on network infrastructure.
• In-depth knowledge of networking protocols (TCP/IP, DNS, DHCP), routing, and switching.
• Experience with network monitoring tools and troubleshooting utilities.
• Familiarity with various operating systems (Windows, Linux, macOS) and their networking components.
• Excellent communication, listening, and problem-solving skills.
• Ability to articulate technical concepts clearly to both technical and non-technical users.
• Demonstrated ability to work independently and manage time effectively in a remote setting.
• A stable internet connection and a dedicated home office environment suitable for remote work.
• Relevant certifications such as CCNA, Network+, or equivalent experience are highly desirable.

Benefits

• This remote position offers a competitive salary, performance bonuses, and the flexibility of working from home.
• Our client provides a comprehensive benefits package, including health insurance, paid time off, and retirement savings plans.
• Employees have access to continuous learning opportunities, including advanced training on the latest networking technologies, and contribute to a collaborative and innovative virtual work culture.
• Opportunities for career advancement into specialized technical roles or team leadership are available for high-performing individuals.
• The chance to work with state-of-the-art network solutions and make a significant impact on a growing company.