Remote IT Technician

Job Title: Remote IT Technician
Company Overview:?Virtual Sprout, an Inc. 5000 fastest-growing company, is looking for you! With rapid expansion and a growing customer base across new and existing geographies, Virtual Sprout offers unparalleled career opportunities in a dynamic work environment.
We manage global IT infrastructure, including multiple fully owned cloud environments across the United States, a Nationwide MPLS Network, a Next-Generation UCaaS solution, and much more. The technology exposure here is unmatched, and we’re inviting you to be part of our journey.
Position Overview:?We are seeking a highly skilled Remote IT Technician to provide technical support and troubleshooting for IT systems, applications, and services. This full-time role requires excellent English proficiency (both verbal and written), the ability to work during U.S. Eastern Time (EST) business hours, and occasional off-hours availability for patching and maintenance activities.
The ideal candidate will be detail-oriented, organized, and capable of delivering exceptional customer satisfaction. Experience with IT Service Management (ITSM) tools is highly desirable.
Key Responsibilities:
• Provide remote technical support via phone, email, or chat for IT systems, applications, and services.
• Troubleshoot and resolve technical issues promptly and professionally.
• Use ITSM tools to document, track, and manage support requests, ensuring timely and accurate updates.
• Follow standard operating procedures (SOPs) and written instructions to resolve issues effectively.
• Communicate complex technical information clearly to both technical and non-technical users.
• Escalate unresolved or complex issues to higher-level support teams when necessary.
• Maintain detailed records of interactions, issues, and resolutions in the ITSM system.
• Collaborate with team members and participate in knowledge-sharing initiatives.
• Stay updated on company products, services, and industry trends.
Qualifications:
• Proficiency in English, both verbal and written, equivalent to a native speaker.
• Strong communication skills with the ability to simplify complex concepts for diverse audiences.
• Excellent organizational skills and attention to detail.
• Ability to follow written instructions and standard procedures meticulously.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk, Zendesk, Autotask, Halo) is a plus.
• Solid understanding of computer systems (Windows, Mac OS X, Linux).
• Familiarity with networking technologies (e.g., TCP/IP).
• Prior experience in an IT helpdesk or similar environment is preferred.
Additional Requirements:
• Reliable high-speed internet connection and a home office free from distractions.
• Stable and dependable power supply at your work location.
• Flexibility to work during U.S. business hours (EST) and occasional off-hours for maintenance.
• Ability to pass a comprehensive background check and vetting process.
Compensation and Benefits:
• Competitive flat-rate compensation, paid weekly.
• Remote work with a company-provided laptop and necessary software.
• Paid time off for U.S. holidays, plus an additional week off between Christmas and New Year’s.
How to Apply:?Interested candidates should submit the following:
1 Resume
2 Cover letter
3 Video introduction: Create a brief video introducing yourself and explaining your understanding of Virtual Sprout. Submissions can be hosted on Loom, YouTube, or other common video platforms.
In your video, highlight your qualifications, experience, and why you’re the right fit for this role. Please ensure your video also demonstrates your understanding of Virtual Sprout.
We are excited to review your application and potentially welcome you to our growing team!