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.