Position Summary Are you passionate about solving technical challenges and helping others succeed? As a Remote Technical Support Specialist , you will be the first point of contact for clients and employees, delivering exceptional support to keep their systems running smoothly. This role requires a mix of technical expertise, effective communication, and a dedication to customer satisfaction. Location : LATAM Schedule : 9-6 EST About our client: Our client excels in security and access control solutions, specializing in large-scale installations. They provide tailored CCTV, alarm, intercom, and automation systems for high-end offices and residences, backed by certified technicians and exceptional support. Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field (preferred). Relevant certifications (e.g., CompTIA A, Microsoft Certified IT Professional) are a plus. At least 2 years of experience in a technical support or help desk environment. Proficiency with operating systems like Windows, macOS, and Linux. Solid understanding of networking principles and troubleshooting techniques. Previous experience supporting B2B clients, startups, and U.S.-based organizations. Professional-level English (spoken and written). Technical Knowledge & Hard Skills Hands-on experience troubleshooting hardware, software, and network issues. Expertise in security systems like Ubiquiti, DW Spectrum, KeyScan Aurora, Control 4, and Honeywell. Familiarity with remote support tools and network connectivity diagnostics. Proficiency in IT service management tools and ticketing systems. Main Tools to Manage for this Position Google Suite: Gmail, Docs, Sheets, Slides, Drive for Desktop. Microsoft Office: Word, Excel. Hubstaff: Web App and Desktop App. Zoom: Meetings and Breakout Rooms. Other Tools: Wiring configuration software, diagram creators. Soft Skills Exceptional customer service orientation with patience and empathy. Strong verbal and written communication skills to simplify complex technical concepts. Adaptability to learn and embrace new tools and technologies. Excellent multitasking and organizational abilities. A collaborative team player who can also work independently. Responsibilities Provide prompt technical support via phone, email, and WhatsApp. Dispatch onsite technicians to client locations when necessary. Remotely access systems to configure features and troubleshoot issues. Create wiring charts, diagrams, and technical documentation. Guide onsite technicians with wiring and system configurations. Program systems remotely while onsite technicians implement changes. Diagnose and resolve hardware, software, and networking issues. Escalate advanced technical challenges to appropriate teams. Maintain a repository of technical procedures and solutions for future use. Benefits Competitive pay in US dollars Additional Compensation for Extra Hours Opportunity to grow Time-off flexibility Don't forget to follow us on social media as hiredremoteli for more updates You can also apply directly on hiredremoteli.com/jobs for this position and other opportunities.