Remote Support Technician

Remote Support Technician
Remote - Salary $1,500 - Schedule: Monday till Thursday + Saturday

Company Overview

The company designs, builds, and supports technology infrastructure for modern dental practices—from IT networks and security to imaging integration and smart office automation. Joining a collaborative team focused on AI, automation, and continuous growth, you will help create streamlined, reliable environments that allow clinical teams to focus entirely on patient care

Mission

We are seeking a full-time Remote Support Technician to join our growing technology support team. Our company specializes in delivering comprehensive IT services and technology solutions tailored specifically for dental practices. In this role, your primary focus will be providing reactive phone and remote technical support. You will work directly with clients to troubleshoot issues, deliver prompt and effective solutions, and maintain an exceptional support experience. This position includes evening coverage to ensure seamless support after our primary day-shift team logs off.

Key Responsibilities

Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence.

Client Communication & Ticket Management

• Answer support calls and respond to incoming support tickets promptly and professionally.
• Create, document, update, and manage support tickets accurately in Autotask throughout the lifecycle of each issue.
• Communicate technical issues, solutions, and timely updates clearly to clients and internal teams through phone and WhatsApp.
• Document relevant WhatsApp communications, troubleshooting steps, and resolutions accurately in the ticketing system.
• Maintain excellent customer service while working in a fast-paced remote support environment, ensuring clients are kept informed until full resolution.
Technical Support & System Troubleshooting

• Provide reactive phone and remote technical support to clients using tools such as Splashtop.
• Diagnose and resolve hardware, software, networking, and connectivity issues across Windows workstations, servers, printers, scanners, and other connected devices/peripherals.
• Diagnose and resolve network connectivity problems, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN issues.
• Assist with dental practice management and imaging software, coordinating with vendors when escalation, licensing, or vendor support is needed.
• Manage user accounts, permissions, Microsoft 365 email setups, and password resets.
• Install, configure, update, and maintain software on workstations as required.
  

Systems Operations & Maintenance

• Deliver high-quality technology fixes with a strong emphasis on resolving issues efficiently and correctly the first time.
• Monitor system alerts and perform routine maintenance tasks to prevent downtime.
• Use AI tools responsibly to assist with research, troubleshooting, and problem-solving.

Escalation & Team Collaboration

• Follow established procedures and escalation processes when additional assistance is required.
• Escalate complex issues appropriately and coordinate with field technicians when onsite support is required.
• Collaborate with other technicians to ensure issues are properly handed off, communicated, and resolved.

Qualifications

• Years of Experience: 2+ years in IT support or MSP environment preferred
• CRM Tool: Autotask (ticketing/PSA)
• Softwares: Splashtop, Autotask, Microsoft 365, Windows OS, dental practice management and imaging software, VPN clients, UniFi and Windows Server exposure (preferred)
• Industry Knowledge Required: Dental/healthcare IT workflows and MSP support best practices; Windows and networking fundamentals.

Skills & Competencies

• Clear verbal and written communication; professional, responsive etiquette through WhatsApp
• Strong troubleshooting and problem-solving skills across Windows workstations, software installation, printers, scanners, and peripheral devices
• Understanding of networking fundamentals — TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity
• Experience using remote support tools and ticketing systems, preferably Splashtop and Autotask specifically
• Familiarity with Microsoft 365, email troubleshooting, user accounts, and permissions
• Ability to prioritize requests, maintain detailed documentation, and follow up consistently
• A patient, calm, and empathetic approach when supporting busy dental staff and explaining technical issues in plain language
• Ownership mindset with sound judgment on when to escalate
• Team collaboration, vendor coordination, and willingness to learn new systems and tools
• Responsible use of AI to augment troubleshooting and research
• Strong Advantages: Previous MSP experience, familiarity with Windows Server and UniFi, and experience supporting dental practice management or imaging software specifically.

Technical Requirements

• Own PC or laptop
• Reliable internet connection (wired connection recommended)
• Noise-cancelling headset and a quiet, professional workspace
• Ability to use Splashtop (or similar) for remote support
• Access to WhatsApp (desktop or mobile) for client and team communication
• Ability to work within Autotask for ticketing and documentation
• Phone service for inbound/outbound client communication as needed

Position Description

• Working Hours:5:45 p.m. – 3:15 a.m. Beirut Time/5:30 p.m. – 9:30 p.m. Beirut Time.( Saturday) (30 minutes lunch break)
• Working Days: Monday to Thursday+ Saturday
• Days Off: Friday and Sunday
• Work Location: Fully-remote, you can work from anywhere
• PTO (Paid Time Off):

• Zero PTO during the first 90 days (probation period) — no exceptions.
• After 90 days: Approximately 10 business days per year (framed internally as 7 paid holidays plus additional days)
• Salary Range: $1500