Sodecia Virtual Support Technician Work From Home Auburn, AL · Remote · Full time

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Job Summary:

We are seeking a reliable and tech-savvy Virtual Support Technician to provide remote technical assistance to users across various systems and platforms. As a key member of our remote support team, you will diagnose issues, guide users through solutions, and ensure smooth operation of IT services—all from a virtual environment.

Key Responsibilities:

• Provide first-line remote technical support via phone, email, or chat.
• Troubleshoot hardware, software, and connectivity issues on Windows, macOS, and mobile platforms.
• Assist with user account setup, password resets, and access management.
• Log and track support requests using a ticketing system (e.g., Zendesk, Freshdesk, ServiceNow).
• Escalate unresolved issues to higher-level technicians or specialized teams.
• Maintain detailed documentation of support interactions and solutions.
• Educate users on basic system usage and best practices.
• Support remote deployment of updates, patches, and tools.
• Collaborate with other IT staff to improve support processes and efficiency.

Qualifications:

• High school diploma or equivalent required; IT certifications (CompTIA A+, Microsoft, Google IT Support) are a plus.
• 1+ year of experience in remote or in-person technical support.
• Proficiency with common operating systems, remote desktop tools, and ticketing systems.
• Strong customer service and problem-solving skills.
• Excellent written and verbal communication.
• Ability to work independently in a home-based environment.