Remote Support Technician
Remote - Salary $1,000 - Schedule: 4:30PM - 1AM Beirut Time
Company Overview
The company designs, builds, and supports technology infrastructure for modern dental practices—from IT networks and security to imaging integration and smart office automation. Joining a collaborative team focused on AI, automation, and continuous growth, you will help create streamlined, reliable environments that allow clinical teams to focus entirely on patient care
Mission
As a Remote Support Technician, you will serve as the first line of help for dental offices—answering calls and tickets to minimize downtime. In this role, you will troubleshoot Windows workstations and network issues, coordinate updates via WhatsApp, manage Autotask ticketing, and deliver seamless remote assistance using Splashtop to ensure exceptional client operations.
Key Responsibilities
Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence.
- Answer support calls and respond to incoming tickets promptly.
- Communicate with clients and internal teams through WhatsApp, providing timely updates, responding to questions, and coordinating support.
- Remotely troubleshoot Windows computers, software issues, printers, scanners, network connectivity, and other connected devices/peripherals.
- Diagnose and resolve network connectivity problems, including TCP/IP, DNS, DHCP, Wi‑Fi, and VPN issues.
- Assist with dental practice management and imaging software; coordinate with vendors when escalation or licensing/support is needed.
- Install, configure, and update software on workstations as required.
- Manage user accounts, permissions, Microsoft 365 email setup, and password resets.
- Monitor system alerts and perform routine maintenance tasks to prevent downtime.
- Document issues, relevant WhatsApp communications, troubleshooting steps, and resolutions accurately in Autotask.
- Use remote support tools (e.g., Splashtop) to access and resolve client issues.
- Escalate complex issues appropriately and coordinate with field technicians when onsite support is required.
- Keep clients informed throughout the lifecycle of each ticket and follow through until resolution.
- Use AI tools responsibly to assist with research and troubleshooting
Qualifications
- Years of Experience: 2+ years in IT support or MSP environment preferred
- CRM Tool: Autotask (ticketing/PSA)
- Softwares: Splashtop, Autotask, Microsoft 365, Windows OS, dental practice management and imaging software, VPN clients, UniFi and Windows Server exposure (preferred)
- Industry Knowledge Required: Dental/healthcare IT workflows and MSP support best practices; Windows and networking fundamentals.
Skills & Competencies
- Clear verbal and written communication; professional, responsive etiquette through WhatsApp
- Strong troubleshooting and problem-solving skills across Windows workstations, software installation, printers, scanners, and peripheral devices
- Understanding of networking fundamentals — TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity
- Experience using remote support tools and ticketing systems, preferably Splashtop and Autotask specifically
- Familiarity with Microsoft 365, email troubleshooting, user accounts, and permissions
- Ability to prioritize requests, maintain detailed documentation, and follow up consistently
- A patient, calm, and empathetic approach when supporting busy dental staff and explaining technical issues in plain language
- Ownership mindset with sound judgment on when to escalate
- Team collaboration, vendor coordination, and willingness to learn new systems and tools
- Responsible use of AI to augment troubleshooting and research
- Strong Advantages: Previous MSP experience, familiarity with Windows Server and UniFi, and experience supporting dental practice management or imaging software specifically.
Technical Requirements
- Own PC or laptop
- Reliable internet connection (wired connection recommended)
- Noise-cancelling headset and a quiet, professional workspace
- Ability to use Splashtop (or similar) for remote support
- Access to WhatsApp (desktop or mobile) for client and team communication
- Ability to work within Autotask for ticketing and documentation
- Phone service for inbound/outbound client communication as needed
Position Description
- Working Hours: 8.5 hours, from 4:30 PM till 1:00 AM Beirut (30 Minutes Lunch Break)
- Working Days: 5 days a week Monday to Friday
- Days Off: Saturday and Sunday
- Work Location: Fully-remote, you can work from anywhere
- PTO (Paid Time Off):
- Zero PTO during the first 90 days (probation period) — no exceptions.
- After 90 days: Approximately 10 business days per year (framed internally as 7 paid holidays plus additional days)
- Salary Range: $1000