IT Support Specialist (Remote-Worldwide)

This job is with out partner Micro1

Scope of Work

1. Diagnose and resolve common hardware and software issues across Windows Mac and Linux environments focusing on real-world troubleshooting scenarios.
2. Document incident details troubleshooting steps and resolutions with clarity and precision using ticket management systems (ITSM).
3. Utilize networking knowledge (TCP/IP DNS VPN) to resolve connectivity and configuration incidents.
4. Support non-technical users by providing clear empathetic communication and step-by-step technical guidance.
5. Contribute detailed scenario-based examples and process documentation that reflect best practices in IT support.
6. Ensure all input and feedback is well-documented for AI training and continuous improvement purposes.
7. Collaborate asynchronously within a remote engagement model delivering high-quality written and verbal feedback.

Preferred Qualifications

1. Minimum of 3 years experience providing Tier 2/3 IT support in diverse operating system and network environments.
2. Deep familiarity with troubleshooting hardware software and networking issues including root cause analysis.
3. Proficiency in documenting technical incidents and resolutions using ITSM or similar ticketing platforms.
4. Strong written and verbal communication skills with a focus on supporting non-technical end users.
5. Certifications such as CompTIA A CompTIA Network or ITIL Foundation are advantageous.
6. Demonstrated ability to contribute to technical process documentation and knowledge bases.
7. Proactive detail-oriented and comfortable participating in remote independent project engagements.