Remote IT Support

November 7, 2025

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General PurposeWare looking for a dedicated and customer-focused Remote Support Tier 1 professional to join our IT support team. As a Remote Support I Specialist, you will be the initial point of contact for our internal employees, delivering timely and efficient technical assistance. Your main responsibility will be to troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools. <ul><li><div><div><div><div><ul><li></li></ul>Essential Duties <ul><li>Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance. </li><li>Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions.  </li><li>Install, and update software applications, and hardware peripherals.  </li></ul><ul><li>Troubleshoot network connectivity issues, assisting with VPN access, Wi-Fi problems, and basic network-related inquiries.  </li></ul><ul><li>Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently.  </li></ul><ul><li>Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams, ensuring timely and accurate handoff.  </li></ul><ul><li>Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures.  </li></ul><ul><li>Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement.  </li></ul><ul><li>Participate in on-call rotation and provide after-hours support when necessary.  </li></ul> Education and/or Experience <ul><li>High school diploma or equivalent; a relevant IT certification or degree is a plus. </li></ul><ul><li>Proven experience in a customer-facing technical support role or relevant internship experience. </li></ul><ul><li>Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace). </li></ul><ul><li>Basic knowledge of computer hardware components, printers, and mobile devices. </li></ul><ul><li>Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving. </li></ul><ul><li>Ability to work independently and collaboratively in a fast-paced environment.  </li></ul><ul><li>A strong commitment to maintaining confidentiality and data security. </li></ul> Language Skills <ul><li>Capable of effective communication in both written and spoken form. Can understand and participate in conversations on familiar topics, as well as comprehend standard business correspondence and documentation. </li></ul>Mathematical Skills <ul><li>Familiarity with basic mathematical concepts and operations. Able to perform simple calculations and understand elementary mathematical principles. May require support or training to apply mathematical skills in the context of the job. </li></ul>Reasoning Ability <ul><li>Skilled in logical reasoning and analytical thinking. Capable of evaluating information, identifying relationships, and drawing logical conclusions. Able to solve moderately complex problems independently and effectively communicate reasoning processes.  </li></ul>Certificates, Licenses, Registrations <ul><li>CompTIA A+ Preferred</li></ul>Physical Demands <ul><li>Ability to spend prolonged periods of time standing, speaking, walking, driving, and/or sitting.   </li></ul><ul><li>Requires ability to occasionally lift up-to 25lbs.  </li></ul><ul><li>Position may require travel: Up to 80% of the time to facility sites.   </li></ul><ul><li>Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.   </li></ul>    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.       Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for prolonged periods of time; operating a computer and keyboard; near visual acuity to review written documentation; ability to hear and understand speech at normal room levels and on the telephone; manual dexterity to operate process equipment; lifting 25 pounds, bending and stooping; lifting computers; running network cables; connecting and testing networking; traveling to client sites; and walking and carrying devices on stairs and crawl spaces.   Additional Information Note: Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.</div></div></div></div></li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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