Technical Support Specialist

Hiredbuddy is seeking an entry-level Technical Support Specialist to provide remote technical support to our users. You will troubleshoot hardware, software, and network issues, manage support tickets, and deliver exceptional customer service. This is a full-time, remote role ideal for someone eager to grow in IT support.

Full Description

As a Technical Support Specialist at Hiredbuddy, you will be the first point of contact for employees and clients encountering technical problems. Working remotely, you will handle a variety of support requests via phone, email, and chat, ensuring timely resolution and clear communication. This role is perfect for a detail-oriented individual who enjoys problem-solving and helping others in a fast-paced environment.

Your primary responsibilities will include:

• Responding to incoming support tickets and prioritizing issues based on urgency and impact.
• Diagnosing and resolving hardware, software, and network malfunctions, including issues with operating systems (Windows, macOS, Linux), productivity tools (Microsoft 365, Google Workspace), and VPN connectivity.
• Walking users through step-by-step solutions for common problems, such as password resets, email configuration, printer setup, and application errors.
• Escalating complex or unresolved issues to Tier 2 or Tier 3 support teams with detailed documentation.
• Maintaining an accurate log of all support interactions in our ticketing system (e.g., Jira Service Management, Zendesk, or Freshdesk).
• Collaborating with team members to identify recurring issues and suggest improvements to processes or knowledge base articles.
• Installing, configuring, and updating software and hardware remotely, including patching and antivirus updates.
• Providing support for video conferencing tools (Zoom, Microsoft Teams) and collaboration platforms.
• Assisting with account provisioning and deprovisioning in Active Directory or other identity management systems.
• Performing basic network troubleshooting, including checking IP configurations, DNS, and connectivity tests.
• Ensuring that all support is delivered with professionalism, empathy, and a focus on customer satisfaction.

We want you to succeed, so we provide a supportive environment with clear SLAs, a comprehensive knowledge base, and access to senior technicians for mentorship. You will learn new technologies and best practices while developing your career in IT support.

Technology and tools you will use:

• Remote support tools such as TeamViewer, AnyDesk, or built-in system tools.
• Ticketing and ITSM platforms like Jira Service Management or Zendesk.
• Windows and macOS administration, Active Directory, and basic PowerShell or bash scripting.
• Networking fundamentals (TCP/IP, DHCP, DNS, VPN).
• Common business software: Microsoft Office, Slack, and email clients.

Work Environment:

This is a 100% remote position, so you must have a reliable internet connection, a quiet workspace, and the ability to work independently while staying connected with the team. Standard business hours are Monday through Friday, 9am-5pm Eastern Time, though occasional on-call may be required. We offer a collaborative culture, regular virtual team meetings, and opportunities for professional growth.

If you are passionate about technology and enjoy helping others, we encourage you to apply. We are committed to building a diverse and inclusive team, and we welcome candidates from all backgrounds.

Requirements

• 0-2 years of experience in technical support or a related role
• Strong communication skills, both written and verbal
• Basic understanding of computer hardware, software, and networking
• Ability to troubleshoot common issues with Windows and macOS
• Familiarity with ticketing systems or CRM tools (preferred but not required)
• Excellent customer service orientation and patience
• Ability to work independently and manage time effectively
• High school diploma or equivalent required; associate degree in IT or related field preferred
• Must have a reliable internet connection and a quiet home office

Benefits

• Competitive salary with annual performance reviews
• 100% remote work with flexible scheduling within core hours
• Health, dental, and vision insurance
• Paid time off and company holidays
• Equipment provided (laptop, monitor, headset)
• Professional development stipend for certifications and courses
• Access to company-sponsored learning platforms
• Collaborative and supportive team culture