Remote Support Specialist

Job Title: Remote Support Specialist / Technical Support Specialist (Remote) / Help Desk Specialist (Remote) / IT Support Engineer (Remote) Department: IT / Technical Support / Customer Service Reports To: IT Manager / Technical Support Manager / Operations Manager Location: Remote (Preferably based in Nashik, Maharashtra, India, or willing to work remotely from anywhere in India with stable internet connectivity and a suitable home office environment.) Job Summary: We are seeking a highly motivated and technically proficient Remote Support Specialist to provide exceptional technical assistance to our [ e.g., internal employees, customers, clients ] from a remote location. The ideal candidate will be responsible for diagnosing, troubleshooting, and resolving hardware, software, network, and system issues efficiently using remote tools and various communication channels. This role requires strong problem-solving skills, excellent communication, and a customer-centric approach. Key Responsibilities: Technical Troubleshooting & Resolution: Provide first-line and second-line remote technical support for a wide range of IT issues, including operating systems (Windows, macOS, Linux basics), common software applications (MS Office Suite, business-specific applications), network connectivity problems (Wi-Fi, VPN), email configurations, and peripheral devices (printers, scanners). Diagnose technical problems accurately and efficiently via phone, email, chat, and remote desktop access tools (e.g., TeamViewer, AnyDesk, Chrome Remote Desktop). Guide users through step-by-step solutions, ensuring they understand the process. Implement immediate fixes or workarounds to restore service quickly. Incident Management: Log all support requests, incidents, and problems accurately and comprehensively into the ticketing system (e.g., Jira Service Desk, Zendesk, Freshdesk, ServiceNow). Track the status of incidents, ensure timely resolution, and follow up with users to confirm satisfaction. Adhere to defined Service Level Agreements (SLAs) for response and resolution times. Documentation & Knowledge Management: Document all troubleshooting steps, solutions, and communication details in the ticketing system. Contribute to and update the knowledge base with new solutions, FAQs, and troubleshooting guides to empower users and improve future support efficiency. Customer Service Excellence: Maintain a high level of customer satisfaction through professional, courteous, and empathetic service. Communicate complex technical information clearly and patiently to non-technical users. Manage customer expectations regarding issue resolution timelines and follow-up processes. Collaboration & Escalation: Collaborate effectively with other IT teams (e.g., System Administration, Network Engineering, Software Development) to escalate and resolve complex or specialized issues. Participate in team meetings and knowledge-sharing sessions to enhance collective capabilities. Proactive Monitoring (if applicable): Monitor system health and performance using remote tools to identify potential issues before they impact users. Assist with remote installation, configuration, and updates of software or systems.