Senior Technical Support

WSV Systemhaus; New York (NY); Remote; USD 90,000 - 120,000; Full time

Job summary

WSV Systemhaus is seeking an experienced Remote Senior Technical Support Engineer to deliver advanced assistance, troubleshoot complex IT issues, and maintain reliable technology operations. You will work with IT, engineering and software teams to ensure efficient service delivery from a remote position.

The ideal candidate has 5+ years of enterprise IT support experience, strong analytical and communication skills, and the ability to resolve hardware, software, network, and system issues across

Qualifications

• Bachelor's degree or equivalent professional experience.
• 5+ years supporting enterprise IT and operations.
• Strong knowledge of Windows OS, AD, networking, and security basics.

Responsibilities

• Provide advanced technical support for hardware, software, OS and network issues.
• Diagnose and resolve escalated incidents from other support levels.
• Monitor system performance and pre-emptively address issues.
• Support Windows, macOS, and Linux environments if needed.
• Administer AD, MS 365, user accounts, and access rights.
• Troubleshoot VPN, DNS, DHCP, and remote access problems.
• Manage tickets via ServiceNow, Jira, or Zendesk-like systems.
• Assist with deployments, updates, and security patches.
• Maintain documentation and knowledge bases for support staff.
• Collaborate with cybersecurity, network, and infra teams on incidents.
• Provide guidance to junior specialists and suggest process improvements.

Skills

5+ years of experience in technical

Windows operating systems

Active Directory

Networking fundamentals

VPN / remote access

IT service management

Education

Bachelor's degree in IT / CS / CE

Tools

ServiceNow

Jira Service Management

Microsoft 365 admin tools

PowerShell

Job description

We are seeking an experienced Remote Senior Technical Support Engineer to provide advanced technical assistance, troubleshoot complex IT issues, and maintain reliable technology operations. The successful candidate will handle escalated technical problems, support enterprise systems, and work closely with IT infrastructure, engineering, and software teams to ensure efficient service delivery.

The ideal candidate should have extensive technical support experience, strong analytical skills, and the ability to resolve complex hardware, software, network, and system-related issues in a remote working environment.

Key Responsibilities

• Provide advanced technical support for hardware, software, operating systems, and network-related issues.
• Diagnose, troubleshoot, and resolve complex technical problems escalated by junior support staff or end users.
• Monitor system performance and identify potential technical issues before they affect business operations.
• Support Windows, macOS, and Linux operating environments.
• Administer Microsoft 365, Active Directory, user accounts, permissions, and access controls.
• Troubleshoot network connectivity, VPN, DNS, DHCP, TCP/IP, and remote access issues.
• Manage and resolve support requests through ticketing systems such as ServiceNow, Jira, or Zendesk.
• Assist with system installations, software configurations, updates, and security patches.
• Support server environments, cloud applications, and enterprise IT infrastructure.
• Maintain technical documentation, troubleshooting procedures, and knowledge-base resources.
• Collaborate with cybersecurity, network, database, and infrastructure teams to resolve complex incidents.
• Provide technical guidance and mentorship to junior technical support specialists.
• Recommend improvements to IT support processes, system reliability, and user experience.
• Ensure compliance with company IT policies, security standards, and data protection procedures.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field, or equivalent professional experience.
• 5+ years of experience in technical support, IT operations, systems administration, or enterprise IT support.
• Strong knowledge of Windows operating systems, Microsoft 5, and Active Directory.
• Advanced troubleshooting skills across hardware, software, networking, and system environments.
• Experience supporting enterprise networks, VPNs, remote desktops, and cloud-based applications.
• Familiarity with IT service management and ticketing platforms.
• Understanding of cybersecurity practices, endpoint protection, and access management.
• Excellent communication, documentation, and problem-solving skills.
• Ability to work independently and manage multiple technical priorities remotely.

Preferred Technical Skills

• Microsoft Azure or AWS cloud environments.
• Windows Server administration and Group Policy Management.
• Active Directory, Entra ID, and Microsoft 365 administration.
• Networking technologies including Cisco, Meraki, LAN/WAN, DNS, and DHCP.
• Remote support tools such as TeamViewer, AnyDesk, and Remote Desktop.
• IT service management platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
• PowerShell scripting and basic automation.
• CompTIA Network+, Security+, Microsoft, or ITIL certifications.