Remote IT Support Specialist

Introduction

At Artera Services, we are seeking a Remote Support IT Specialist to serve as the frontline IT presence within our organization. This role goes beyond traditional help desk responsibilities, requiring an advanced skill set capable of addressing complex issues across a range of IT domains, including network and server management as well as direct end-user support.

Key Responsibilities

• Provide advanced remote support for a variety of IT issues encountered by end-users, encompassing hardware, software, networking, and mobile devices.
• Expertly manage user accounts and system access, utilizing tools like Active Directory and Microsoft InTune to enhance device and application management.
• Troubleshoot and support email systems, software installations, updates, and application errors comprehensively.
• Manage, and secure mobile devices and assist with the integration of mobile management solutions using Microsoft InTune.
• Address issues with desktops, laptops, and peripheral equipment, ensuring efficient resolution of problems.
• Guide users through detailed problem-solving processes, escalating to specialized teams for on-site or high-touch solutions as needed.
• Document interactions, problems, and solutions in IT support ticketing systems to enhance service continuity and follow-up.
• Update and maintain internal knowledge bases and FAQs to reduce repeat queries and promote user self-service.
• Analyze incident trends to proactively identify and address recurring IT issues.
• Provide empathetic and effective communication during remote support sessions, prioritizing customer satisfaction and resolution efficacy.
  
  

Qualifications

• Proven experience in an advanced IT support role with comprehensive troubleshooting capabilities across hardware, software, and networks.
• Strong familiarity with remote IT support tools, ITSM platforms, and Microsoft InTune.
• Excellent verbal and written communication skills, capable of explaining complex solutions in an accessible manner.
• Relevant certifications such as CompTIA A , Microsoft Certified Solutions Expert, or others that validate a deep understanding of IT infrastructure and end-user support.
• A proactive problem-solving mindset and the ability to manage multiple priorities in a dynamic, remote environment.
• Maintain a team mentality for more efficient and widespread resolution efforts. Assist, learn from, and train other team members on verified resolutions.