IT Support Specialist

Requirements

• 3+ years of Tier 2/3 IT support experienceMust
• TCP/IP, DNS, and VPN networking knowledgeMust
• Root cause analysis for technical incidentsMust
• Proficiency with ticketing platforms or ITSM softwareMust
• Ability to work independently in remote engagement modelMust
• Detail-oriented approach to technical support and documentationMust
• Proactive troubleshooting and problem-solving mindsetMust
• Domain expertise and real-world technical knowledgeMust
• CompTIA A+ certification
• CompTIA Network+ certification
• ITIL Foundation certification

What you'll do

• Troubleshooting hardware and software issues across Windows, Mac, and Linux
• Diagnosing and resolving connectivity and network configuration issues
• Incident documentation and ticket management using ITSM systems
• Clear, empathetic communication with non-technical end users
• Technical writing and documentation for knowledge bases
• Scenario-based example creation for AI training purposes
• Asynchronous remote collaboration and written feedback delivery

About the role

Role Title: IT Support Specialist Role Type: Contractor Location: Remote micro1 is selecting experienced IT Support Specialists to contribute their technical expertise to an innovative customer project. In this role, you'll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, reason, and perform through high-quality, real-world input. No prior experience in AI is required — your domain knowledge is what matters. Scope of Work • Diagnose and resolve common hardware and software issues across Windows, Mac, and Linux environments, focusing on real-world troubleshooting scenarios. • Document incident details, troubleshooting steps, and resolutions with clarity and precision using ticket management systems (ITSM). • Utilize networking knowledge (TCP/IP, DNS, VPN) to resolve connectivity and configuration incidents. • Support non-technical users by providing clear, empathetic communication and step-by-step technical guidance. • Contribute detailed, scenario-based examples and process documentation that reflect best practices in IT support. • Ensure all input and feedback is well-documented for AI training and continuous improvement purposes. • Collaborate asynchronously within a remote engagement model, delivering high-quality, written and verbal feedback. Preferred Qualifications • Minimum of 3 years’ experience providing Tier 2/3 IT support in diverse operating system and network environments. • Deep familiarity with troubleshooting hardware, software, and networking issues, including root cause analysis. • Proficiency in documenting technical incidents and resolutions using ITSM or similar ticketing platforms. • Strong written and verbal communication skills, with a focus on supporting non-technical end users. • Certifications such as CompTIA A+, CompTIA Network+, or ITIL Foundation are advantageous. • Demonstrated ability to contribute to technical process documentation and knowledge bases. • Proactive, detail-oriented, and comfortable participating in remote, independent project engagements. Originally posted on Himalayas