In the fast-paced environment of a remote tech support job, a unique blend of technical and soft skills is essential for success. While technical skills—like troubleshooting, networking, and familiarity with various operating systems—are crucial, it is the soft skills that often set exceptional helpdesk professionals apart from their peers. These are even more important for remote tech support jobs as you could find yourself communicating with a person halfway across the world.
At Support Adventure, we see this firsthand as a remote MSP staffing company that matches techs worldwide with mostly US and UK companies. They all want to work remotely with people of different cultures and diverse backgrounds, and identify individuals with well-developed social skills who can truly shine. That’s not to say excellent technical skills are not a requirement, but those won’t get you the remote job you want by themselves anymore.
Let’s start by taking a look at the soft skills that will get you ahead when applying to any remote tech support position before we move on to looking at more specific technical requirements for the jobs available.
What are the soft skills required for remote tech support jobs?
Communication
The ability to communicate clearly and effectively is paramount. You’re not just solving technical problems; you’re also explaining these solutions in a way that non-technical users can understand. Your role often involves translating complicated technical jargon into simple language.
Empathy and Customer Service
As the first line of support, you’re likely to encounter frustrated or anxious users. An empathetic attitude, combined with excellent customer service skills, helps in understanding the user’s problem and providing a solution that leaves them satisfied.
Problem-Solving
Technical issues rarely come with straightforward solutions. The ability to think critically and solve problems creatively is vital. You need to assess, analyze, and arrive at a solution efficiently.
Time Management
With multiple tickets coming in and several problems requiring immediate attention, managing your time effectively is crucial. Prioritizing tasks and multitasking are key components of good time management in a helpdesk setting.
Teamwork and Adaptability
Helpdesk professionals don’t work in a vacuum. You’ll need to collaborate with team members, coordinate with other departments, and sometimes follow leads from managers or senior technicians. Adaptability and the ability to work in a team environment are crucial.
Emotional Intelligence
Understanding your emotions and those of others can significantly enhance your interactions within your team and with clients. This skill can be particularly useful in stressful or high-stakes situations, enabling you to make more balanced, effective decisions.
Informal Experience
Prior experience in customer service roles, even outside the IT sector, can be beneficial. Additionally, participating in online tech forums, contributing to community projects, or any form of peer-to-peer help can serve as a valuable, informal experience.
By honing these soft skills, complemented by your technical abilities, you can position yourself as a well-rounded IT Helpdesk professional, capable of tackling the diverse challenges that come your way.
What are the tech support jobs that can be done remotely?
Triage Technician/Service Desk Analyst: The Diagnostician
The Triage Technician or Service Desk Analyst is the diagnostician of the IT world. When a technical issue arises, you’re the first to assess its severity and decide which department should handle it. This role requires keen analytical skills and a deep understanding of various IT domains.
What Does a Triage Technician Do?
- Initial diagnosis of IT issues
- Assigning severity levels to problems
- Routing issues to the appropriate teams
How Can I Become a Triage Technician?
- Develop strong problem-solving skills (you can use the O365 Trial or Azure Trial programs to learn the common platforms in practice)
- Familiarity with Service Desk software
- 1-2 years of general IT experience
- Enroll in Google’s Free Entry Level IT Support Certificate Program
- You can set up virtualization software like VirtualBox to deploy virtualized servers at home and learn the basics of virtualization and server deployment and management
Where to find remote Triage Technician Jobs?
Along with the Support Adventure remote jobs page as one of the leading remote MSP staffing services companies, you can also find remote triage technician jobs on SimplyHired, FlexJobs, Indeed, or LinkedIn by searching for “IT Support Analyst” or “tech support analyst”. If you click the links provided, the relevant search has already been filled out for you.
IT Support Technician – The backbone of the helpdesk
As an IT Support Technician, you are the frontline of the IT Helpdesk. You’ll be responsible for troubleshooting hardware and software issues, assisting users, and maintaining documentation. Your role is crucial for the smooth running of the organization’s IT infrastructure.
What Does an IT Support Technician Do?
- Resolve technical issues
- Assist users in software and hardware problems
- Maintain internal documentation
How to Become an IT Support Technician?
- Gain hands-on experience, even if unpaid (you can do that at home with an O365 or Azure trial)
- Develop strong communication skills
- Enroll into Google’s Free Entry Level IT Support Certificate Program
Where to find remote IT Support Technician Jobs?
Along with the Support Adventure remote jobs page as one of the leading remote MSP staffing services, you can also find remote IT support technician jobs on WeWorkRemotely, SimplyHired, FlexJobs, Indeed, or LinkedIn by searching for “IT Support Technician” or “customer support technician”. If you click the links provided, the relevant search has already been filled out for you.
Technician Team Lead
After gaining a couple of years of experience, you can progress to the role of Technician Team Lead. In this capacity, you’ll be supervising a team of technicians. Your responsibilities include training new team members, handling escalated issues, and making sure projects are completed on time. It’s a role that demands both technical proficiency and leadership skills.
What Does a Technical Team Lead Do in Tech Support?
- Supervising the technician team
- Handling escalated issues
- Training new team members
How To Become a Technical Team Lead?
- Gain 2-4 years of experience as an IT Support Technician
- Consider leadership training and certifications
- Build a track record of successful team projects
Where to find remote Technician Team Lead Jobs?
Along with the Support Adventure remote jobs page as one of the leading remote MSP staffing services, you can also find remote service desk team lead jobs on SimplyHired, FlexJobs, Indeed, or LinkedIn by searching for “Service Desk Team Lead” or “Helpdesk Team Lead”. If you click the links provided, the relevant search has already been filled out for you.
Project Technician: Specialized Skillset
A Project Technician specializes in specific IT projects within the organization. These could range from system upgrades to software deployments. In this role, you work closely with project managers to ensure the technical aspects of the project are executed flawlessly. This position often requires specialized skills and certifications.
What Does a Project Technician Do In Tech Support?
- Implementing specific IT projects
- Software deployments
- Specialized troubleshooting
How To Become a Project Technician in IT Support?
- Focus on specific technologies or industries
- Earn specialized certifications like CCNA or MCSA
- Build a portfolio of successful projects
Where to find remote Project Technician Jobs?
To get more deployment focused tech support roles, you should be looking for DevOps or System Administrator positions or a high-level technician position. Along with the Support Adventure remote jobs page as one of the leading remote MSP staffing services, you can also find remote project technician jobs on SimplyHired, Indeed, WeWorkRemotely or LinkedIn by searching for “System Administrator” or “DevOps”. If you click the links provided, the relevant search has already been filled out for you.
Service Coordinator: The Organizer
Service Coordinators are the backbone of project execution. They ensure that resources are allocated effectively and timelines are met. They also act as a liaison between clients and the technical team, providing regular updates and reports. Effective communication and organizational skills are key in this role.
What Does a Service Coordinator Do In Tech Support?
- Scheduling and resource allocation
- Client communication
- Reporting
How To Become a Service Coordinator?
- Strong organizational skills
- Experience with project management tools
- Interpersonal skills
Where to find remote Service Coordinator Jobs?
To get more coordination focused tech support roles, you should be looking for Service Desk Coordinator or Dispatcher positions. Along with the Support Adventure remote jobs page as one of the leading remote MSP staffing companies, you can also find remote service coordinator jobs on SimplyHired, Indeed, or LinkedIn by searching for “IT Dispatcher” or “Service Coordinator”. If you click the links provided, the relevant search has already been filled out for you.
Service Delivery Manager: Leadership at Its Best
As the Service Desk or Service Delivery Manager, you oversee the entire helpdesk operation. Your role extends from strategic planning and budgeting to handling personnel and customer satisfaction. You’re responsible for the quality of the service delivered by the helpdesk or support department. It’s a role that requires strong leadership skills and an in-depth understanding of both technical and managerial aspects.
What Does a Service Delivery Manager Do In Tech Support?
- Overseeing the entire service desk
- Strategic planning
- Budgeting and forecasting
How to Become a Service Delivery Manager?
- 5+ years of IT helpdesk experience
- Managerial certifications like ITIL Expert
- Proven leadership skills
Where to find Service Delivery Manager Jobs?
To get more coordination and management-focused service desk roles, you should be looking for Service Desk Manager or Helpdesk Manager positions. Management jobs are commonly sourced internally though, so you might want to join a company in a team lead or a service coordinator role and progress your career from there. You can find remote service delivery manager jobs on SimplyHired, Indeed, or LinkedIn by searching for “service delivery/service desk manager” and setting the location to Remote. If you click the links provided, the relevant search has already been filled out for you.
Technical Account Manager: Balancing Tech and Business
In the role of a Technical Account Manager, you act as the bridge between the organization and its clients. Your role will mostly be working directly with clients to understand their specific needs and provide technical sales services including renewals, and upselling. You’ll also act as a representative of the client inside the company you’ll be working for. This role is a mix of technical expertise and business acumen.
What Does a Technical Account Manager Do In Tech Support?
- Customer relationship management
- Technical consultations
- Renewals and upselling
How To Become a Technical Account Manager?
- Strong understanding of technology and business
- Sales or customer service experience
- Advanced technical certifications can give you a head start, but are not required
Where to find remote Technical Account Manager Jobs?
You can find remote technical account manager jobs on SimplyHired, Indeed, or LinkedIn by searching for “technical account manager” and setting the location to remote. If you click the links provided, the relevant search has already been filled out for you.
Project Manager: The Master Planner
The Project Manager takes a bird’s-eye view of various projects. You are responsible for planning, executing, and closing projects, ensuring that they are completed on time, within scope, and within budget. Risk management and team coordination are also integral aspects of this role.
What Does a Project Manager Do in Tech Support?
- Project planning and execution
- Risk assessment
- Team coordination
How to Become a Project Manager in IT Support?
- 5-7 years of IT experience
- Proven track record in managing projects
- PMP or PRINCE2 certifications can give you an advantage but are certainly not a requirement
Where to find remote Project Manager Jobs?
Project manager roles in tech support are not as easy to come by as one might expect as they’re usually filled internally. You can try finding project manager jobs on SimplyHired, Indeed, or LinkedIn by searching for “project manager” and setting the location to remote. With the right skill set and experience, you should be able to find options in many categories beyond tech support.
vCIO: The Decision Maker
As a virtual Chief Information Officer (vCIO), you are involved in high-level decision-making concerning the organization’s IT strategy. You advise on technology investments, governance, and compliance. This role requires extensive experience in IT management as well as a strategic mindset.
What Does a vCIO Do In Tech Support?
- Strategic IT planning
- Advising on IT investments
- Governance and compliance
How to Become a vCIO?
- Extensive IT management experience
- MBA or similar qualifications can work to your advantage
- Strategic thinking and leadership skills
Where to find vCIO Jobs?
vCIO jobs are going out of style and people are back to hiring internal IT management staff for more oversight. Additionally, most vCIO jobs you’ll find are likely to be 100% onsite. You can try looking for vCIO jobs on SimplyHired, Indeed, or LinkedIn by searching for “vCio” and setting the location to remote, but you’ll probably have as much luck as we did. We did find a number of vCIO jobs on Dice though, but at the time of writing this, all of them require an in-office presence. With vCIO level skill set and experience, you should be able to find options in many categories beyond tech support.
The Future Is Remote – Join the Revolution with Support Adventure and Get Yourself a Remote Tech Support Job now.
As technology evolves, so do the opportunities for work environments that break the traditional mold. Remote IT support jobs are becoming the new norm, offering professionals in the field both flexibility and the chance to engage with a global clientele. By going remote, you’re not just opening a door to work-life balance, but you’re also stepping into a world where your skills can have a global impact.
If you’re an IT professional with a penchant for problem-solving and a desire to work remotely, then there’s a platform tailored specifically for you—Support Adventure, our premium MSP remote staffing company. Specializing in staffing remote jobs for Managed Service Providers (MSPs) worldwide, Support Adventure operates exclusively in English-speaking countries. By joining our team, you’ll get the chance to work on diverse projects and offer your expertise to clients from different corners of the globe, all from the comfort of your home.
Ready to take the leap into the future of IT support? Don’t miss out on the opportunities that come with remote work. Apply now on our remote jobs page to start your adventure with Support Adventure, and become part of a community that’s shaping the future of the IT Helpdesk industry.
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