Remote Technical Support Specialist

Job Overview

PorterMatt Electric Inc. is seeking a dedicated and professional Remote Technical Support Specialist to join our team on a Full-Time basis. Since 1998, our organisation has been a leader in the commercial electrical industry, delivering quality and safe services built on a foundation of honesty, dependability, and integrity. We are committed to fostering strong business partnerships and creating a friendly, supportive work environment where excellence is prioritised. The ideal candidate will be a proactive problem-solver with a passion for technology and customer service, responsible for providing timely and effective technical assistance to our team.

Responsibilities

• Provide first-line technical support to internal staff for all IT-related issues, including hardware, software, and network connectivity.
• Respond to support requests promptly and professionally via email, phone, and remote support tools.
• Diagnose, troubleshoot, and resolve technical problems in a timely and efficient manner.
• Manage and document all support tickets and their resolutions within our helpdesk system.
• Assist with the setup, configuration, and maintenance of user accounts, workstations, and mobile devices.
• Escalate unresolved or complex issues to the appropriate senior technical staff.
• Develop and maintain technical documentation, guides, and knowledge base articles.
• Support specialised software applications used within the commercial electrical industry.

Qualifications

• Proven experience in a technical support, service desk, or IT support role.
• Strong knowledge of computer systems (Windows/macOS), mobile devices (iOS/Android), and networking principles.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Demonstrable problem-solving skills and a logical, methodical approach to troubleshooting.
• Experience with remote access software and helpdesk ticketing systems.
• A self-motivated and disciplined individual, capable of working effectively in a remote environment.
• A strong commitment to customer satisfaction and alignment with our company values of honesty and integrity.
• (Desirable) Experience supporting users in the construction, engineering, or electrical industries.
• (Desirable) Relevant professional certifications, such as CompTIA A+ or similar.

What We Offer

• A competitive hourly wage of $22 - $35 USD per hour , commensurate with experience.
• A permanent, Full-Time remote position.
• The opportunity to be part of a well-established company with a reputation for excellence and a supportive culture.
• A collaborative work environment where your contributions are valued.
• Opportunities for continuous learning and professional growth.