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Remote Technical Support Agent Jobs in Virginia (NOW HIRING)

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Remote Insurance Agent

Norfolk, VA · Remote

$60K - $110K/yr

Remote Insurance Sales Agent | $60k-$110k+ First Year | No Cold Calling Earn strong first-year ... These tools support and do not replace human decision-making. By applying, you consent to the ...

Promoted2

Remote Insurance Agent

Virginia Beach, VA · Remote

$60K - $110K/yr

Remote Insurance Sales Agent | $60k-$110k+ First Year | No Cold Calling Earn strong first-year ... These tools support and do not replace human decision-making. By applying, you consent to the ...

Promoted2

Remote Insurance Agent

Richmond, VA · Remote

$60K - $110K/yr

Remote Insurance Sales Agent | $60k-$110k+ First Year | No Cold Calling Earn strong first-year ... These tools support and do not replace human decision-making. By applying, you consent to the ...

Paragone Solutions, Inc.

Jr. Azure Technician

Mclean, VA · On-site +1

$21.75 - $29.75/hr

Provide remote and onsite technical support to end users, resolving incidents efficiently while maintaining system availability. * Support and troubleshoot VPN, firewall, and remote access solutions ...

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Remote Technical Support Agent information

What is a remote technical support agent?

Remote Technical Support Agents are professionals who assist customers or employees with technical issues related to software, hardware, networks, or other technology, all while working from a remote location. They communicate with users via phone, email, or chat to diagnose problems, provide troubleshooting steps, and resolve technical issues. These agents often work for IT service providers, software companies, or large organizations and may support a variety of devices and systems. Their role is crucial for maintaining productivity and minimizing downtime by offering timely support from anywhere.

How do remote technical support agents typically collaborate with other teams to resolve complex customer issues?

Remote Technical Support Agents often work closely with engineering, product, and quality assurance teams to resolve complex or escalated issues that go beyond standard troubleshooting. Regular virtual meetings, ticket escalation systems, and internal chat platforms are commonly used to facilitate communication and share critical information. This collaborative approach ensures that customer concerns are addressed efficiently and that feedback from support interactions can help improve products and services. Building strong relationships and clear communication channels with cross-functional teams is key to success in this role.

What are the key skills and qualifications needed to thrive as a remote technical support agent, and why are they important?

To thrive as a Remote Technical Support Agent, you need strong troubleshooting abilities, a solid understanding of computer systems and networking, and often a relevant IT certification or prior help desk experience. Familiarity with ticketing systems, remote desktop tools, and communication platforms like Zendesk or TeamViewer is typically required. Excellent verbal communication, patience, and problem-solving skills help agents effectively assist users and manage challenging situations remotely. These skills ensure timely issue resolution, customer satisfaction, and efficient remote support operations.

What cities in Virginia are hiring for Remote Technical Support Agent jobs?

Cities in Virginia with the most Remote Technical Support Agent job openings:

Senior Application Support Analyst - Drupal / JIRA - REMOTE (Herndon (REMOTE), VA, US)

Herndon, VA • On-site, Remote

NTT DATA Services
IT Services • 10K+ employees
Learn more about NTT DATA Servicesexternal

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 15 days ago

NTT Data rating

7.5

Company rating: 7.5 out of 10

Based on 93 frontline employees who took The Breakroom Quiz

110th of 226 rated it services

Job description

Req ID: 387735
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Senior Application Support Analyst - Drupal / JIRA - REMOTE to join our team in Herndon (REMOTE), Virginia (US-VA), United States (US).
Job Summary:
Seeking a Senior Application Support Analyst - Drupal / Enterprise Platforms - REMOTE to provide day-to-day operational support for a portfolio of web content management, collaboration, development, monitoring, and user experience platforms supporting a federal client. This role is responsible for daily Drupal content publishing, application and user administration, Tier 1 and Tier 2 troubleshooting, request fulfillment, technical documentation, and end-user training. The ideal candidate will be comfortable working directly with users, managing multiple technology platforms, resolving access and configuration issues, publishing web content accurately and promptly, and delivering both scheduled and on-demand training.
Job Duties:
  • Serve as the initial point of support for applications and platforms within the team's service portfolio, providing Tier 1 and Tier 2 troubleshooting, user administration, access management, configuration support, and request fulfillment.
  • Investigate technical issues, gather relevant information, perform initial troubleshooting, document findings, and determine when an issue requires advanced technical support.
  • Escalate complex issues beyond the team's scope to the appropriate internal technical resources, platform specialists, engineering resources, or vendor support partners.
  • Coordinate escalated issues from initial identification through resolution, maintaining communication with users, internal stakeholders, and external support resources as appropriate.
  • Work collaboratively with higher-tier technical resources on issues requiring backend changes, advanced configuration, development work, infrastructure changes, or extended troubleshooting.
  • Open and manage vendor support cases when issues require product-specific expertise or assistance beyond the team's administrative and troubleshooting capabilities.
  • Provide supporting documentation, logs, screenshots, troubleshooting results, reproduction steps, and other relevant information to internal technical resources or vendor support partners to facilitate resolution.
  • Track escalated requests through completion and communicate status, dependencies, workarounds, resolutions, and next steps to affected users and stakeholders.
  • Support Drupal and DKAN content management environments, including content publishing, user support, troubleshooting, and coordination of advanced issues requiring higher-tier technical assistance.
  • Support Jira and Confluence administration and user issues, escalating advanced configuration or platform-level issues to appropriate internal technical resources when required.
  • Support GitHub Cloud and on-premises GitHub environments, including user access, permissions, account management, and Tier 1/Tier 2 troubleshooting, while coordinating advanced issues with appropriate internal technical resources.
  • Support SonarQube user access and operational issues and coordinate advanced technical issues with appropriate internal platform resources.
  • Support Mural and Qualtrics user administration and application issues, engaging vendor support resources when issues require product-level investigation or assistance.
  • Support New Relic, Datadog, Splunk On-Call/VictorOps, LaunchDarkly, and other supported platforms through user administration, access management, and initial troubleshooting, escalating advanced issues to appropriate internal or vendor technical resources when necessary.
  • Creating or maintaining technical documentation, user guides, or knowledge-base materials.
  • Written and verbal communication skills.

Basic Qualifications:
  • Minimum 5 years of experience providing technical support, application support, help desk support, or comparable end-user technology support.
  • Minimum 3 years of experience using Drupal or a comparable enterprise web content management platform.
  • Minimum 3 years of experience using Jira or Jira Service Management to manage technical requests, incidents, or service activities.
  • Minimum 5 years of experience troubleshooting enterprise applications, user access, account permissions, or application-related issues.
  • Ability to obtain and maintain a Public Trust suitability determination.

Preferred Qualifications:
  • Undergraduate degree
  • Experience providing technical training or direct instruction to end users.
  • Experience with Drupal Layout Builder.
  • Experience with Slack administration, support, or end-user training.
  • Experience with Confluence.
  • Experience supporting GitHub Cloud and on-premises GitHub environments.
  • Experience with Qualtrics user administration, forms, and workflow support.
  • Experience administering or supporting Mural.
  • Experience with Datadog.
  • Experience with New Relic.
  • Experience with Splunk On-Call/VictorOps.
  • Experience with LaunchDarkly.
  • Experience creating and delivering recurring instructor-led and on-demand technical training.
  • Experience supporting technology platforms in a federal government or Public Sector environment.
  • Strong customer service, troubleshooting, organizational, and problem-solving skills.

NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $46,368 - $96,600. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.
About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

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About NTT DATA

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NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Plano, TX, US

Year founded

1967

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