Position Details

Salary $17 – $20 USD / year

Type Not Specified

Experience entry

Exp. Years Proven experience in technical support roles

Education Not specified

Category IT Support & Helpdesk

About this role

This role provides frontline technical assistance to customers remotely, troubleshooting software, hardware, and network issues. You will manage incident workflows using IT support tools and clearly communicate solutions to both technical and non-technical users.

Key Responsibilities

Deliver prompt technical support via phone, email, or chat
Troubleshoot software across Windows, macOS, and Linux
Administer networking (VPNs, firewalls, DNS, TCP/IP, LAN/WAN)
Use SCCM, Active Directory, BMC Remedy, ServiceNow, and Jira for incident workflows
Analyze issues to find root causes and escalate complex problems

Technical Overview

You will support multi-OS environments (Windows Server, macOS, Linux), diagnose issues using root cause analysis, and handle networking tasks such as VPNs, DNS, TCP/IP, LAN/WAN, and firewalls. The stack includes SCCM, Active Directory, BMC Remedy, ServiceNow, and Jira for incident tracking and help desk ticket workflows.

Ideal Candidate

The ideal candidate has experience in technical support roles and can troubleshoot complex hardware, software, and network issues across Windows, macOS, and Linux. They are comfortable managing IT infrastructure using tools like SCCM, Active Directory, ServiceNow, Jira, and BMC Remedy, with strong root cause analysis and customer communication skills.

Must-Have Skills

Technical supportOperating systems including Windows (especially Windows Server)macOSand Linux environmentsComputer networking concepts such as TCP/IPDNSLAN/WAN setupVPNsfirewallsIT support tools like SCCM (System Center Configuration Manager)Active DirectoryServiceNowJiraBMC RemedyExcellent communication skills

Nice-to-Have Skills

Mobile device managementMicrosoft Office suite proficiencyServiceNow or Jira ticketing systems familiarityKnowledge of TCP protocols

Tools & Platforms

SCCM (System Center Configuration Manager)Active DirectoryBMC RemedyServiceNowJiraMicrosoft Office

Required Skills

technical supporthardware troubleshootingsoftware troubleshootingnetwork troubleshootingWindowsWindows ServermacOSLinuxTCP/IPDNSLANWANVPNs (Virtual Private Networks)firewallsSCCM (System Center Configuration Manager)Active DirectoryBMC RemedyServiceNowJiraincident trackingroot cause analysishelp desk ticketsescalation

Hard Skills

Technical supportHardware troubleshootingSoftware troubleshootingNetwork troubleshootingOperating systemsWindowsWindows ServermacOSLinuxComputer hardware managementDesktopsLaptopsMobile devicesPeripheralsVPNs (Virtual Private Networks)FirewallsDNS settingsTCP/IP protocolsLAN (Local Area Network) connectionsWAN (Wide Area Network) connectionsIT infrastructure managementSCCM (System Center Configuration Manager)Active DirectoryBMC RemedyServiceNowJiraIncident trackingRoot cause analysisHelp desk ticketsEscalation handling

Soft Skills

Promptprofessional communicationExplaining technical concepts clearly to non-technical usersCustomer serviceAnalysis skillsAbility to manage multiple prioritiesPositive attitudeTeam collaborationEscalation coordination

Industry & Role

Industry Telecom

Job Function Provide remote technical support and customer-focused troubleshooting for IT hardware, software, and networking issues

Role Subtype Technical Support Specialist

Tech Domains Active Directory, Linux, Windows Server, ITSM / ServiceNow, Networking / TCP-IP

Keywords for Your Resume

Technical and customer AdvisorTechnical SupportCustomer Supporttechnical support rolesWindowsWindows ServermacOSLinuxTCP/IPDNSLANWANVPNs (Virtual Private Networks)firewallsSCCM (System Center Configuration Manager)Active DirectoryBMC RemedyServiceNowJiraincident trackingroot cause analysishelp desk ticketsescalatetroubleshoot software problemshardware componentsnetwork administrationmobile device managementSCCMVPN

Deal Breakers

Must be able to support Windows (especially Windows Server), macOS, and Linux environments, Must have working knowledge of TCP/IP, DNS, LAN/WAN, VPNs, and firewalls, Must have experience with incident/ticketing tools such as ServiceNow, Jira, or BMC Remedy (as applicable)

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