WFH IT Support Specialist

Job Overview:

Our client is looking for a reliable IT Support Specialist (Life Safety Systems | US Market) to provide first-line technical support and exceptional customer service to clients using Sentrics life safety equipment.

The position involves troubleshooting hardware, software, networking, and product-related issues, while guiding customers through installation, configuration, and step-by-step solutions. The ideal candidate has strong technical support and US voice account experience, excellent problem-solving skills, and the ability to communicate complex technical information clearly and effectively.

Schedule: Remote, Full Time | During EST Business Hours.

Responsibilities:

• Serve as the first point of contact for incoming customer support requests via phone, email, and other support channels
• Troubleshoot technical issues for Sentrics life safety equipment across all product lines
• Provide exceptional customer service when working directly with communities and clients affiliated with our equipment
• Use critical thinking to apply solutions and resolve technical issues presented on a case-by-case basis
• Talk clients through a series of actions to resolve a problem
• Install and configure hardware and software
• Walk clients through the configuration of hardware and software when applicable
• Proficient in Microsoft Office Suite, Microsoft Teams, or similar software, with the ability to learn new tools
• Perform other duties as assigned

Requirements:

• 2+ years of technical support experience, with a strong background in handling US-based voice accounts
• Background in technology with a solid understanding of networking fundamentals
• Basic Python or light scripting experience (reading, understanding, or modifying simple scripts)
• Experience with Real-Time Location Systems (RTLS) and assisted living nurse call systems, including Ecall, location tracking, and sensor data, is highly preferred
• High school diploma or equivalent (Associate’s degree preferred)
• Must have a reliable Windows-based computer or laptop suitable for handling technical support tasks, along with a stable internet connection
• Strong customer-service mindset with excellent verbal and written communication skills
• Analytical, problem-solving, and critical thinking abilities
• High attention to detail, strong organization, and effective time management to meet deadlines
• Adaptable to new systems, tools, and procedures, with proficiency in Microsoft Office/Teams
• Ability to work independently and collaboratively while maintaining professionalism and confidentiality

Independent Contractor Perks:

• Permanent Work From Home setup
• Health Insurance Coverage (for eligible locations)
• Immediate Hiring Opportunity

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