Technical Support Specialist (Remote)

Job Description This is a remote position. What We Do At Outsource Access, we help franchise owners and multi-location businesses keep their operations running smoothly. We don’t just troubleshoot hardware and software—we make sure technical glitches never stand in the way of a store's ability to serve its customers. How You’ll Make a Difference Ensuring Business Continuity: You don’t just fix routers; you keep the doors "virtually" open by resolving internet, VOIP, and POS connectivity issues before they impact the bottom line. Simplifying the Complex: You bridge the gap between technical jargon and store operations, guiding non-technical staff through hardware setups and system checks with patience and clarity. Ownership of the Solution: You don’t just pass the buck; you own every ticket from initial report to final resolution, diagnosing whether a problem is a user error, a vendor bug, or a hardware failure. Strengthening the Infrastructure: You act as a vital link between stores and vendors, providing clear documentation and evidence to escalate complex issues and ensure long-term stability for every location. Requirements Is This You? A Diagnostic Detective: You have a natural knack for root-cause analysis across networking (IP, DNS, DHCP), hardware, and SaaS platforms, and you love the "aha!" moment of a solved case. The Calm in the Storm: You can lead a frustrated store manager through a troubleshooting checklist during a busy shift while remaining professional, composed, and helpful. A Documentation Pro: You understand that a job isn't done until it’s tracked, managed, and documented in the helpdesk system for future reference and team knowledge. Tech-Savvy: You are proficient with remote desktop tools (TeamViewer, AnyDesk), ticketing systems (Zendesk, Jira), and have a solid grasp of firewalls and retail technology. Your Home Office: You have a dedicated, quiet workspace with a reliable high-speed internet connection and a dependable power backup to ensure seamless daily operations. Benefits Why You’ll Love Being Part of the OAmazing Team You’re not just taking a job — you’re stepping into a role where your growth, security, and peace of mind actually matter. Here is the total package we’ve built for you: Your Wellness & Security Health & Wellness — Covered: You get comprehensive HMO coverage with a top provider so you can focus on work without worrying about medical bills. Security for the “What Ifs”: Our Group Life Insurance benefit gives you added protection — because your future (and your family’s) deserves a safety net. Time to Recharge — Guilt-Free: We support your well-being with paid leave credits that allow you to rest, reset, and show up as your best self — at work and at home. Support You Can Count On: We take care of all government-mandated benefits, so everything is handled properly and on time. Your Financial Rewards Performance Incentives: Bring results — and you’ll see it rewarded. Simple as that. Premium Pay: When you put in the time, we honor it. You receive Overtime Pay for extra miles and Night Differential for supporting the team during late hours. 13th Month Pay: A well-earned bonus to celebrate the results of your year’s effort.