IT Support Specialist

Role Description

This is a full-time remote role for an IT Support Specialist at Somewhere, a growing US-based company. The IT Support Specialist will be the first point of contact for clients and team members, helping them resolve technical issues and ensuring the smooth operation of IT systems. You will handle troubleshooting, system maintenance, and provide assistance with software and hardware-related problems. This role requires a proactive and customer-centric mindset, along with strong technical knowledge to address a variety of IT issues.

Responsibilities

• Technical Support: Provide first-level support to clients and internal teams via email, phone, and remote desktop tools.
• Troubleshooting: Diagnose and resolve hardware, software, and network-related issues in a timely manner.
• System Maintenance: Assist in the setup, configuration, and maintenance of company systems, hardware, and software.
• User Support: Guide users through problem-solving processes and provide training on software or system use when necessary.
• Escalation: Identify complex issues and escalate them to the appropriate team or department when needed.
• Documentation: Maintain detailed records of technical issues, resolutions, and system configurations using a ticketing system.
• Software Installation: Support the deployment of new software and updates, ensuring compatibility and smooth operation.
• Network Management: Assist with basic network troubleshooting, including connectivity issues and minor server maintenance.
• Incident Reporting: Track, document, and analyze recurring issues to improve overall system efficiency and prevent future problems.

Requirements

Experience

• 2+ years of experience in an IT Support role, preferably in a fast-paced or customer-facing environment.
• Experience working remotely and supporting international clients is a plus.

Technical Skills

• Strong knowledge of Windows, macOS, and/or Linux operating systems.
• Familiarity with cloud services (e.g., AWS, Google Cloud, Azure).
• Experience with IT support tools (e.g., remote desktop applications, ticketing systems).
• Knowledge of basic networking principles (TCP/IP, DNS, VPNs, etc.).
• Experience with hardware troubleshooting and maintenance.

Communication Skills

• Excellent written and verbal communication skills in English and Spanish (Portuguese is a plus).
• Ability to explain complex technical issues to non-technical users.

Problem-Solving & Customer Service

• Strong analytical and problem-solving skills with the ability to work independently.
• Experience in delivering outstanding customer support and service in a fast-paced environment.

Compensation & Details

Compensation ranges from $1,000 - $2,000 per month, paid in USD depending on experience, under an independent contractor agreement paid 2x monthly. Somewhere desires a long-term commitment.

Key skills/competency

• IT Support
• Technical Troubleshooting
• System Maintenance
• Windows/macOS/Linux
• Cloud Services
• Networking Principles
• Ticketing Systems
• Customer Service
• Problem Solving
• Remote Support