Technical Support Technician (Entry-Level)
About the Role
We are a small, locally owned company that owns and operates multiple managed hosting and email service providers. To support our growing customer base, we are creating a new Technical Support Technician position.
This role is primarily remote, and we will provide a VOIP phone for daily support responsibilities. Occasional onsite work may be required for customer support or new site installations.
As a Technical Support Technician, you will deliver both remote and onsite technical assistance to our customers. You’ll support end-user email accounts, web hosting services, and basic billing-related inquiries, while providing a high level of customer service and technical problem-solving.
We’re looking for someone with strong technical fundamentals, a passion for learning, and a patient, customer-first mindset.
Key Responsibilities
- Track, document, and manage support requests using our customer management system
- Provide remote technical troubleshooting and support to customers
- Assist customers with email accounts, web hosting services, and related technical issues
- Answer customer billing and account-related questions as needed
- Clearly and patiently guide customers through software configuration over the phone
- Update and maintain our support website using a content management system to create helpful self-service resources
- Demonstrate a growth mindset by learning new technologies, adapting quickly, and staying current with industry tools and best practices
- Provide onsite support or assist with new site installations as required
Skills, Experience, and Qualifications
- Working knowledge of email clients on Windows, macOS, and mobile devices
- General understanding of security concepts and systems
- Experience using remote access tools (e.g., AnyDesk or similar)
- Prior help desk or technical support experience is a plus, but not required
- Strong problem-solving skills and a genuine enjoyment of tackling technical challenges
- Ability to explain technical concepts clearly and patiently to non-technical users
- Excellent interpersonal and communication skills
- Customer-focused mindset with the ability to translate complex technical concepts into easy-to-understand guidance
- Comfortable juggling multiple priorities and managing time effectively
- Ability to understand issue urgency, escalation paths, and customer impact
- Open to constructive feedback and eager to learn and improve
Job Requirements
- Valid U.S. Driver’s License
- Ability to lift up to 50 lbs
- Comfortable using ladders and standard installation equipment
Compensation
Pay is commensurate with experience. This is considered an entry-level position, with compensation aligned accordingly. The hourly pay range for this position is $18.00 – $22.00 per hour, depending on skills, experience, and qualifications. This range represents the minimum and maximum compensation we reasonably expect to pay for this role at the time of posting.
