Enterprise Resource Technologies · 5 hours ago
Technical Support Specialist
United States
Part-time
Remote
Entry, Mid Level
$25/hr - $35/hr
2+ years expEnterprise Resource Technologies is a fast-growing provider in the IT services and cloud-based SaaS support sector, focused on delivering remote desktop, endpoint, and cloud application support. They are seeking a Technical Support Specialist to deliver technical support, troubleshoot issues, manage tickets, and create documentation to improve service efficiency.
ConsultingInformation TechnologySoftware
Responsibilities
Deliver first- and second-line remote technical support for Windows, macOS, and cloud applications via phone, chat, and ticketing systems, meeting SLA targets
Troubleshoot and resolve endpoint, application, network access, and VPN issues; reproduce problems and document root-cause steps
Manage and triage tickets in ServiceNow/Zendesk—prioritize incidents, update status, and escalate complex issues to engineering when needed
Configure and administer user accounts and access in Active Directory and Microsoft 365, including provisioning, password resets, and license management
Create and maintain clear technical documentation, runbooks, and knowledge-base articles to reduce resolution time and improve self-service
Participate in continuous improvement initiatives—suggest automation, scripting, and process changes to improve support efficiency and customer satisfaction
Qualification
Required
Windows OS
macOS
Active Directory
Microsoft 365
Remote Desktop Tools
ServiceNow
Zendesk
VPN Technologies
Authorized to work in the United States
2+ years of hands-on technical support or helpdesk experience supporting enterprise end-users
Proven experience supporting remote users and managing tickets in a cloud-based ticketing system
Reliable home office with high-speed internet and ability to work U.S. time zones as required
Strong customer-facing communication and incident documentation skills
Preferred
Linux
PowerShell
ITIL Foundation
CompTIA A+ or Microsoft 365 certification
Experience with basic scripting for automation (PowerShell)
Previous IT service management experience or ITIL training
Benefits
Flexible scheduling
Paid time off
Opportunities for certification reimbursement
Technical upskilling
Company
Enterprise Resource Technologies
We empower Small and Mid-size manufacturing organization with new technologies for a sustainable, competitive future.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Haynel Rose
President & CEO
Recent News
2023-06-08
Company data provided by crunchbase