Support Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main contact for incoming support inquiries related to Windows OS, Microsoft 365 applications, peripheral devices, and iPhones/iPads.

• Collect relevant information from end-users to efficiently diagnose and resolve technical problems.

• Offer basic assistance for network connectivity and file access, escalating complex network issues when required.

• Manage requests for non-standard software licensing, coordinating with vendors or internal stakeholders.

• Process orders for new devices or peripherals, overseeing procurement and shipping logistics.

• Keep precise records of software licenses and subscriptions, aiding with renewals or updates.

• Assess issues involving specialized engineering or proprietary applications, escalating them to subject matter experts or development teams.

• Work with Application, Software/DevOps, and Security teams on more complex technical issues.

• Provide insights to management and peers regarding support trends to enhance service delivery.

• Document troubleshooting procedures and resolutions in the help desk system.

• Develop and revise knowledge base articles and user guides.

• Identify recurring issues and suggest improvements for documentation and processes.

• Complete all assigned tasks and deliverables punctually and within budget.

• Perform additional related duties as assigned.

⛳️ Requirements

• Strong knowledge of Windows OS (Windows 10/11) and Microsoft 365 applications (Teams, Outlook, SharePoint, etc.).

• Familiarity with iOS for iPhones and iPads.

• Basic understanding of networking concepts (e.g., DNS, DHCP, VPN).

• Proven ability to learn new technologies, including specialized engineering and custom software.

• Excellent interpersonal skills, demonstrating a patient and empathetic approach when assisting users.

• Dedication to user satisfaction and responsive communication.

• Proficient in maintaining clear and concise records of support activities and resolutions.

• Willingness to regularly enhance and update the internal knowledge base.

• Ability to collaborate effectively in a remote team environment and manage escalations.

• Self-motivated with the ability to work under minimal supervision.

• Demonstrated capability to manage multiple tickets and tasks concurrently, while meeting deadlines and service-level agreements.

• A minimum of a Bachelor's degree in Information Technology, Computer Science, or a related field, along with 10 years of experience in Information Technology.

• Willingness to travel up to 5%, potentially across any or all 50 US states.

• Must be eligible to work in the United States (AI2IO participates in E-Verify).

🏝️ Benefits

• Selection of comprehensive medical plans (including two PPO-style options and a HDHP with HSA option).

• Flexible spending accounts (FSA).

• Dental and vision insurance plans.

• Extensive medical, dental, and vision coverage available for spouses/domestic partners and dependent children up to age 26.

• 401k plan with company matching and a self-directed brokerage account option.

• Paid time off including additional leave during the last week of the year.

• Company-sponsored life insurance for employees and their eligible dependents.

• Short-term and long-term disability, as well as AD&D coverage.

• Opportunities for professional development.

• Tuition reimbursement and assistance with professional licensing.

• Paid parental leave after one year of employment.