IT Store Support

Tier 3 IT Support Specialist
Remote | Preference for Houston-Area Candidates | Long-Term Opportunity

iSphere is looking for a Tier 3 IT Support Specialist who can take ownership of the issues that do not come with an obvious answer. This person will support internal users, external customers, and retail locations across a mix of computers, applications, networking, POS systems, and related technology.

This is a remote role, but preference will be given to candidates in the Houston area. Strong networking experience is required. Someone with field technician or field service experience would be a big plus, especially if they are comfortable working across both user support and infrastructure issues.

You will take the lead on critical incidents, keep customers informed, coordinate escalations, and work with internal teams and outside vendors to get problems resolved. You will also help improve Service Desk practices, support other technicians, and make sure issues are documented well enough that the team does not have to solve the same mystery twice.

The role will support computers, printers, hardware, applications, remote access, Microsoft products, Exchange, Active Directory, mobile devices, telephony, wireless connectivity, and Cisco Meraki environments. You will also assist retail locations with POS-related issues, ticket reconciliation, billing, payments, refunds, and other operational support needs.

What we need:

• 5+ years of technical support experience
• 5+ years of customer service experience
• Strong networking knowledge, including VPNs, VLANs, IP addressing, internet, and wireless connectivity
• Experience with Cisco Meraki
• Experience with Microsoft Office, Exchange, Active Directory, Remote Desktop, and remote access tools
• Broad experience supporting computers, printers, hardware, software, and mobile devices
• Experience working in a ticketing system and managing escalated incidents
• Ability to communicate clearly with customers, technical teams, vendors, and management
• Ability to work independently and make sound decisions without needing someone to stand over your shoulder

Retail or technology experience is preferred, and experience supporting IT projects is helpful. Field support or field service experience would definitely get our attention.

This is a good fit for someone who enjoys being the person people call when the standard troubleshooting steps have already failed. You know how to calm down a frustrated user, dig into the technical problem, and stay with it until there is an actual solution instead of a creative way to close the ticket.