Senior Technical Support Specialist

Gotham Technology Group; United States; Remote; USD 50,000 - 75,000; Full time

Job summary

Gotham Technology Group is seeking a customer-focused Support Technician to provide technical support in a fully remote environment. Candidates must have solid experience troubleshooting Windows OS and Microsoft 365 apps while maintaining exceptional customer service. This position offers a collaborative remote work environment and requires excellent communication and multitasking skills.

Qualifications

• 3+ years of hands-on IT support experience in a Windows and Microsoft 365 environment.
• Strong troubleshooting skills and willingness to learn new technologies.
• Ability to multitask and prioritize support requests effectively.

Responsibilities

• Serve as primary contact for technical support in a Microsoft-centric environment.
• Perform root cause analysis and provide efficient issue resolutions.
• Maintain detailed logs of support activities and contribute to knowledge management.

Skills

Troubleshooting

Communication

Customer Service

Multi-tasking

Education

Associate degree in Information Technology, Computer Science

Job description

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Sr. Technical Recruiter at Gotham Technology Group

Title: Sr Technical Support Specialist

Duration: FTE/Permanent

Location: Remote

Position Overview:

We are seeking a customer-focused Support Technician to serve as the front-line contact for end-user technical support across a remote, Microsoft-centric environment. This role involves hands-on troubleshooting of Windows operating systems, Microsoft 365 applications, basic network issues, iOS mobile devices, and peripheral hardware. You'll also assist with software licensing requests and hardware procurement, ensuring seamless IT support that keeps productivity high.

The ideal candidate brings strong communication skills, a proactive approach to problem-solving, and the ability to escalate and collaborate effectively with internal technical teams. You will be expected to contribute to documentation and knowledge-sharing, continually improving the support experience for end users.

Key Responsibilities:

User Support & Troubleshooting (60%)

• Serve as the primary point of contact for technical support related to Windows OS, Microsoft 365 apps (Teams, Outlook, Excel, etc.), printers, and mobile devices (iPhone/iPad).
• Perform root cause analysis and provide efficient issue resolution with minimal impact to user productivity.
• Support basic networking and connectivity issues (e.g., VPN access, file share issues), escalating complex cases as needed.

Software Licensing & Hardware Fulfillment (15%)

• Process requests for non-standard software and ensure appropriate licensing and policy compliance.
• Coordinate hardware and peripheral orders, working with vendors and internal stakeholders to manage fulfillment.
• Track software subscriptions and assist with renewals and updates.

Escalation & Technical Collaboration (15%)

• Triage support tickets related to specialized engineering or proprietary applications and escalate appropriately.
• Collaborate with software, application, and security teams to ensure resolution of advanced technical issues.
• Identify recurring support trends and recommend improvements to tools, processes, or documentation.

Knowledge Management & Documentation (10%)

• Maintain detailed and accurate logs of all support activities in the help desk system.
• Contribute to and update the internal knowledge base with helpful user guides and troubleshooting documentation.
• Support continuous improvement by recommending enhancements to internal workflows and documentation practices.

Qualifications:

• 3+ years of hands-on IT support experience in a Windows and Microsoft 365 environment.
• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Proficient in supporting Windows 10/11, Microsoft 365 (Teams, Outlook, SharePoint), and iOS mobile devices.
• Working knowledge of basic networking concepts (DNS, DHCP, VPN).
• Strong troubleshooting skills with a willingness to learn proprietary systems and new technologies.
• Excellent written and verbal communication skills.
• Ability to multitask and prioritize support requests effectively in a remote environment.
• Committed to exceptional customer service and continuous process improvement.
• Travel Requirement: Up to 5% domestic travel may be required.
• Work Arrangement: Fully remote, with collaboration across distributed teams.
• Soft Skills: Empathy, patience, documentation discipline, and initiative in process optimization.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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