Support Technician

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

📋 Description

• Respond to support calls and address incoming support tickets.

• Create, document, update, and oversee Autotask support tickets throughout the lifecycle of each issue.

• Convey technical issues, solutions, and updates to clients and internal teams through phone and WhatsApp.

• Deliver reactive phone and remote technical support utilizing tools such as Splashtop.

• Diagnose and resolve hardware, software, networking, and connectivity issues pertaining to Windows workstations, servers, printers, scanners, and peripherals.

• Address TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity challenges.

• Assist with dental practice management and imaging software, coordinating with vendors as necessary.

• Manage user accounts, permissions, Microsoft 365 email configurations, and password resets.

• Install, configure, update, and maintain workstation software.

• Monitor system alerts and conduct routine maintenance to avert downtime.

• Utilize AI tools responsibly for research, troubleshooting, and problem-solving.

• Adhere to escalation procedures, collaborate with field technicians when onsite support is needed, and coordinate issue handoffs and resolutions.

⛳️ Requirements

• Preferred 2+ years of experience in IT support or within an MSP environment.

• Familiarity with Autotask, Splashtop, Microsoft 365, Windows OS, dental practice management and imaging software, VPN clients, UniFi, and exposure to Windows Server is preferred.

• Knowledge of dental/healthcare IT workflows and best practices in MSP support.

• Understanding of Windows and networking basics, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.

• Strong troubleshooting and problem-solving capabilities across Windows workstations, software installations, printers, scanners, and peripheral devices.

• Experience with remote support tools and ticketing systems, preferably Splashtop and Autotask.

• Familiarity with Microsoft 365, email troubleshooting, user accounts, and permissions.

• Ability to prioritize requests, maintain thorough documentation, and provide consistent follow-up.

• Responsible utilization of AI to enhance troubleshooting and research.

• Possession of a personal computer or laptop.

• Reliable internet connection (wired connection is recommended).

• Noise-cancelling headset and a quiet, professional workspace.

• Capability to use Splashtop or similar remote support software.

• Access to WhatsApp for communication with clients and team members.

• Ability to operate within Autotask for ticketing and documentation purposes.

• Phone service for necessary inbound and outbound client communication.

🏝️ Benefits

• Fully remote work environment; flexibility to work from any location.

• Zero PTO during the initial 90 days (probation period).

• Approximately 10 business days of paid time off annually after 90 days.

• 7 paid holidays plus additional days off following the 90-day period.