[Hiring] Technology Support Specialist @ScalableOS

Role Description

The Technology Support Specialist is both foundational and mission critical within the Company. This fully remote role combines the core responsibilities of first touch ticket triage, initial technical troubleshooting, and Tier 1 resolution, as well as proper routing and prioritization of support requests. Technicians in this role will evaluate, diagnose, document, and remotely resolve technical and business-oriented issues across a wide range of technologies consistent with Company’s Managed Services and Service Desk support obligations.

This role is designed to fulfill the front line of our client support experience, ensuring fast, professional, and accurate handling of support requests. Growth in both technical capability and business acumen is expected, and the experience gained in this role forms the foundation for advancement within the Technology Consultant job class.

Qualifications

• Experience in MSP (Managed Service Provider) environments
• Experience with ConnectWise PSA
• Experience with ConnectWise RMM
• Experience delivering remote help desk or service desk support (Network connectivity, Printer/print queue issues, User authentication, password resets, Profile issues and user configurations)
• Strong troubleshooting skills in Windows and macOS
• 7 Layer OSI Network Model
• Preferred Skills:
• Familiarity with M365 environment (Outlook, Teams, SharePoint Online)
• Excellent communication and customer service skills
• Strong attention to detail and documentation discipline
• Ability to work independently in a remote setting
• Familiarity with UniFi, Meraki, and SonicWall network hardware and software
• Business-Grade AntiVirus
• EndPoint Detection & Response (EDR) solutions
• Managed Detection & Response (MDR) solutions
• Email Anti-Phishing & Response Solutions
• Dark Web Monitoring tools
• Vulnerability Management solutions
• Password Management tools
• SASE Zero Trust solutions
• Web browsers (Edge, Chrome, Safari, Firefox)
• Common third-party applications (Adobe, etc.)
• Smart phones, mobile devices (Android, iOS)
• Security Awareness programs
• SaaS Backup platforms
• Ability to learn new systems quickly

Requirements

• Stable internet connection suitable for VoIP and remote support
• Quiet, professional home-office environment
• Should be willing to accept a long-term work-from-home arrangement