Remote Technical Support Specialist (US Customers)

About the role

We are looking for a Remote Technical Support Specialist to join Fortect’s premium IT support team. The role is full‑time, work‑from‑home and focuses on providing front‑line assistance to US customers during US business hours.

Key responsibilities

• Deliver remote technical support to US end‑users via phone and remote‑desktop sessions.
• Troubleshoot Windows 10/11 issues including registry, services, driver, boot/start‑up and performance problems.
• Perform manual malware and virus removal and guide users through remediation steps.
• Utilise remote‑control tools such as TeamViewer, AnyDesk, LogMeIn, Splashtop or ConnectWise to diagnose and resolve issues.
• Document incidents and resolutions in the ticketing system.

Required profile

• Minimum 3 years of remote desktop support experience.
• Strong command of English with a clear, neutral accent.
• Comfortable assisting elderly and non‑technical customers over the phone.
• Stable high‑speed internet connection (≥ 25 Mbps) and a quiet home office.
• Previous experience with consumer‑tech support companies (e.g., Norton, McAfee, Concentrix, Teleperformance, Alorica, Foundever, Support.com) is a plus.

Required skills

• Remote‑desktop tools: TeamViewer, AnyDesk, LogMeIn, Splashtop, ConnectWise.
• Windows 10/11 troubleshooting: registry, services, driver issues, boot/start‑up problems, performance optimization.
• Manual malware and virus removal.