Remote IT – Technical Support Analyst II

Job Title: Remote IT – Technical Support Analyst II

We are seeking a highly skilled and experienced Remote IT Support Specialist to join our dynamic team. As a Remote IT Technical Support Analyst II, you will be responsible for providing exceptional technical support and troubleshooting services to our remote Clients. You will play a crucial role in ensuring the smooth operation and functionality of our Client’s IT infrastructure. If you are a proactive problem-solver with a passion for technology and excellent communication skills, we invite you to apply.

Responsibilities:

Provide remote technical support to end-users, promptly and efficiently resolving hardware and software issues.
Diagnose and troubleshoot network connectivity and performance issues, ensuring a stable and reliable network environment
Install, configure, and maintain operating systems, software applications, and hardware components.
Manage and support mobile devices, including smartphones and tablets, configuring settings, installing applications, and troubleshooting issues.
Collaborate with cross-functional teams to implement and maintain IT security measures, including firewalls, antivirus software, and data encryption.
Monitor and analyze system performance, identifying areas for improvement and implementing proactive measures to optimize performance.
Update and maintain our Client Knowledgebase.
Stay up to date with the latest industry trends and advancements, proactively suggesting innovative solutions to enhance efficiency and productivity.
Provide specialized technical support for AutoCAD software and related design tools, assisting users with installation, configuration, and troubleshooting.

Requirements:

Bachelor’s degree in Computer Science, Information Technology, or a related field.
A minimum of 5 years of professional experience in IT support or a related role, preferably in a remote or distributed work environment.
Strong knowledge of operating systems, including Windows, MacOS, and Linux, as well as experience with virtualization technologies.
A Solid working Knowledge of ConnectWise and ITGlue.
Extensive experience with troubleshooting hardware, software, and network issues, with a proven track record of successful problem resolution.
Proficiency in managing and troubleshooting cloud-based solutions and services, such as M365 and Google Cloud.
In-depth understanding of networking protocols, including TCP/IP, DNS, DHCP, VPN, and routing.
Experience with enterprise-level security practices and tools, including firewalls, intrusion detection systems, and vulnerability assessments.
Familiarity with mobile device management (MDM) solutions and experience in configuring and supporting mobile devices across various platforms (iOS, Android).
Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.

Preferred Qualifications:

Professional certifications such as MCSE, CCNP, CompTIA Network+, or equivalent certifications from leading technology vendors.
Experience with scripting and automation using languages such as PowerShell.
Hands-on knowledge of Supporting and Configuring Networks, WAPs, and Firewalls.
Advanced analytical and problem-solving skills, with the ability to think critically and independently in high-pressure situations.
Familiarity with remote access tools and technologies, such as VPN, remote desktop, and remote monitoring and management (RMM) software.
Proven ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced, remote work environment.
AutoCAD Support Experience

Note: In your application, please include any relevant certifications, examples of previous troubleshooting successes, and a description of your experience working in remote or distributed teams.