Remote Helpdesk III

Location: Remote
Employment Type: Full-Time

About the Role:

We are seeking a highly skilled and experienced Remote Helpdesk III professional to join our IT support team. As a Helpdesk III technician, you will handle complex technical issues, provide advanced troubleshooting, and support critical systems remotely. This role is ideal for someone with strong technical expertise who can solve issues efficiently while delivering exceptional customer service.

Key Responsibilities:

• Provide advanced remote technical support for end-users, addressing escalated issues that require in-depth troubleshooting.
• Diagnose and resolve complex hardware, software, and network problems across multiple platforms.
• Serve as the final point of escalation for Helpdesk I and II technicians, offering guidance and solutions for challenging issues.
• Support IT infrastructure, including servers, networks, and cloud-based environments.
• Manage user accounts, permissions, and access in Active Directory, Microsoft 365, and other systems.

• Implement and support security protocols, ensuring compliance with company policies and industry standards.
• Document procedures, resolutions, and technical processes to enhance knowledge sharing and team efficiency.
• Assist with IT projects such as system upgrades, migrations, and deployments, providing expert technical input.
• Monitor system performance and proactively identify potential issues before they impact end-users.
• Deliver high-quality customer service while communicating technical information clearly and effectively to non-technical users.

Qualifications:

• Proven experience in a Helpdesk III or senior IT support role, with expertise in troubleshooting complex technical issues.
• Strong knowledge of networking (TCP/IP, DNS, VPNs), Windows/Mac OS environments, and enterprise-level systems.
• Proficiency in Active Directory, Microsoft 365 administration, and remote management tools.
• Experience with server administration, virtualization technologies, and cloud platforms (AWS, Azure, etc.).

• Strong problem-solving skills and the ability to diagnose and resolve issues quickly.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently in a remote environment while managing multiple priorities.
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified: Azure Administrator, or similar are a plus.
• Bachelor’s degree in Information Technology or a related field is preferred but not required.

Why Join Us?

• Work remotely with a team of talented IT professionals from around the world.
• Opportunities for continuous learning, professional development, and career advancement.
• Engage in challenging work that allows you to apply your expertise and make a real impact.
• Competitive salary and benefits package, including health insurance, retirement plans, and more.
• Join a supportive and collaborative work environment that values your contributions.

How to Apply:

If you’re an experienced IT professional ready to take on a critical role in remote support, we want to hear from you! Please submit your resume and a cover letter highlighting your relevant experience and why you’re the right fit for this role.