Remote Support Technician

Keystone Support is seeking a dependable, proactive, and customer-focused Remote Support Technician to join our team. In this role, you will provide remote IT support to users at small and midsize businesses, helping them resolve the technical issues that affect their daily work.

Our technicians support a wide range of technologies. You will work directly with end users, investigate reported problems, document your findings, and take ownership of each issue through resolution.

This position is for someone who enjoys solving problems, learning new technologies, and helping people who may not be technically inclined. This role requires more than technical knowledge. It requires patience, clear communication, good judgment, and the ability to make users feel confident that their issue is being handled.

Responsibilities

• Provide professional remote technical support to users experiencing computer, software, account, printing, and connectivity issues.
• Troubleshoot and resolve problems affecting Windows computers, business applications, peripheral devices, and other workplace technology.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and Microsoft Office.
• Manage routine user account and access requests, including account creation, password resets, licensing, multifactor authentication, permissions, and account deactivation.
• Assist with client employee onboarding and offboarding by preparing accounts, configuring computers, assigning appropriate access and other client requests.
• Diagnose and resolve common network and remote-access issues.
• Support, update, and maintain client equipment using remote support tools.
• Support business-specific applications and coordinate with software providers, internet service providers, equipment vendors, and other third parties when necessary.
• Identify and appropriately respond to potential security concerns, including phishing attempts, suspicious account activity, malware, and unauthorized access.
• Accurately document support requests, troubleshooting steps, actions taken, communications, and final resolutions.
• Take ownership of assigned support requests, keep users informed of progress, and confirm that issues are resolved.
• Identify recurring issues and contribute to internal documentation, standard procedures, and long-term solutions.
• Protect client information and maintain confidentiality when accessing computers, accounts, email, files, and other business systems.

• Working knowledge of Microsoft 365 applications and cloud services.
• Familiarity with Microsoft 365 administration, Active Directory, and Microsoft Entra ID, including basic user, group, license, and access management.
• Ability to diagnose and resolve common hardware, software, printing, account, authentication, and connectivity issues.
• Practical understanding of networking.
• Strong troubleshooting and research skills, including the ability to gather relevant information, evaluate possible causes, test solutions, and document the outcome.
• Strong written and verbal communication skills, with the ability to document technical work clearly and explain solutions to users with varying levels of technical knowledge.
• Strong organizational and time-management skills, including the ability to manage multiple support requests and prioritize work based on urgency and business impact.
• Ability to work independently, follow established procedures, recognize when escalation is appropriate, and accept guidance and feedback.
• Commitment to protecting confidential information and following established security practices when accessing client systems and data.
• Willingness and ability to learn unfamiliar technologies, applications, and client environments.
• Dependable attendance and availability during scheduled working hours.
• A reliable internet connection and a quiet, professional workspace suitable for remote support and client communication.

Preferred Qualifications

• Professional experience supporting Windows desktops, laptops, applications, and peripheral devices.
• Experience supporting multiple companies or technology environments at the same time.
• Experience with Microsoft 365 administrative portals, Exchange Online, SharePoint, Teams, Intune, or Microsoft Defender.
• Experience with Windows Server, file shares, print servers, Group Policy, and user permissions.
• Familiarity with remote monitoring and management, endpoint security, documentation, and password-management platforms.
• Experience communicating with third-party vendors and coordinating support for business applications, internet services, copiers, and other managed systems.
• Relevant Microsoft, CompTIA, or other industry certifications are helpful but not required., If you enjoy solving technical problems, helping people, and working with a wide variety of business technologies, we would like to hear from you. As a Remote Support Technician at Keystone Support, your work will directly help our clients remain productive, secure, and confidence in the technology they use every day.

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance