Job Description

Position Summary

We are looking for a skilled

Technical Support Specialist

with solid hands-on experience and the ability to think independently, solve problems proactively, and provide exceptional service to both internal users and clients. The successful candidate will manage IT support tickets, maintain accurate documentation, and ensure smooth, reliable operation of our systems.


This position requires

working hours aligned with the Eastern Standard Time (EST) zone

, supporting teams and clients based in that region. The role calls for strong technical knowledge, clear communication, and professionalism in every customer interaction.

Key Responsibilities

Respond to, troubleshoot, and resolve IT support tickets within agreed timelines. Provide technical support for hardware, software, networks, and cloud systems. Think critically and take initiative to identify root causes and implement lasting solutions. Create and maintain IT documentation, including processes, configurations, and knowledge base articles. Monitor IT systems and escalate issues when needed. Assist with workstation setup, user accounts, and access permissions. Support IT projects, upgrades, and rollouts. Ensure security policies and best practices are followed. Communicate clearly with non-technical staff and customers to provide guidance and training where required. Handle customer interactions with patience, empathy, and a strong service orientation.

Requirements

Proven experience in IT support, helpdesk, or systems administration. Strong technical knowledge of Windows/Mac operating systems, Microsoft


365, and common business applications.
Good understanding of networking fundamentals (TCP/IP, DNS, VPN, Wi-Fi troubleshooting). Ability to think independently, analyze issues, and recommend effective solutions. Excellent troubleshooting, communication, and customer service skills. Experience with IT documentation and process management. Relevant IT certifications (CompTIA A+, N+, Microsoft, or equivalent) advantageous.

Availability to work according to Eastern Standard Time (EST) business hours is essential.

What We Offer

A supportive, growth-oriented environment to sharpen your technical and problem-solving skills. Exposure to a wide range of IT systems, technologies, and real-world challenges. * Competitive compensation package based on experience.