Alpha Computer Group, a growing IT consulting firm and managed service provider, is seeking a dedicated and skilled Remote IT Support Specialist to join our team as a full-time employee. You will provide exceptional technical support to our clients, resolving IT issues quickly and efficiently using our osTicket help desk system. This is a remote position based in India, working US Eastern Time (8 AM - 5 PM EDT/EST/New York). We require EXCELLENT English communication skills, deep technical expertise, and a proactive approach to problem-solving.

Key Responsibilities:

• AWS EC2: Create, delete, and manage servers; handle old backups; schedule backups; optimize infrastructure for cost efficiency; perform backup and restore operations.
• Remote Support: Utilize tools such as Ultraviewer, TeamViewer, AnyDesk, or Microsoft Remote Desktop for prompt remote issue resolution.
• Help Desk Management: Log, track, and resolve client issues using osTicket, ensuring clear documentation and timely follow-ups.
• Windows & Server Management: Troubleshoot and fix issues on Windows 7, 10, 11 and Windows Server 2008, 2012, 2016, 2022, 2025.
• Virtualization: Configure and manage Hyper-V environments, including virtual machine setup, maintenance, and troubleshooting.
• Networking: Administer Domain Controllers, DNS, and troubleshoot network connectivity issues.
• VoIP Systems: Manage and troubleshoot Asterisk PBX/FreePBX for client telephony systems.
• Cloud & Security: Whitelist IP addresses in AWS security groups and ensure secure configurations.
• VPN Support: Set up and troubleshoot VPN clients (e.g., Microsoft VPN, OpenVPN) for secure client access.
• Email Management: Configure and troubleshoot Microsoft 365, Exchange 2010/2019, Outlook, and Gmail for clients.
• Email Security: Manage Vipre Mail Security, including whitelisting/blacklisting email addresses and releasing quarantined messages.
• SEO Tasks: Perform basic SEO tasks (e.g., keyword optimization, content updates) to support client websites.
• Responsiveness: Prioritize urgent client issues and provide timely resolutions during work hours, with occasional availability for critical after-hours support (with notice).

Must-Have Qualifications:

• Technical Skills: 2-3+ years of experience in IT support, with expertise in Windows 7, 10, 11 and Windows Server 2008, 2012, 2016, 2022, 2025.
• Strong knowledge of Hyper-V for virtualization management.
• Proficiency in Domain Controllers, DNS, and network troubleshooting.
• Experience with Asterisk PBX/FreePBX for VoIP systems.
• Familiarity with AWS (specifically whitelisting IPs in security groups).
• Expertise in VPN clients (Microsoft VPN, OpenVPN) setup and troubleshooting.
• In-depth knowledge of Microsoft 365, Exchange 2010/2019, Outlook, and Gmail setup/troubleshooting.
• Experience with Vipre Mail Security for email whitelisting/blacklisting and quarantine management.
• Basic SEO skills (e.g., on-page optimization, keyword research).
• Help Desk: Experience with osTicket or similar ticketing systems (e.g., Zendesk, Freshdesk) for issue tracking and documentation.
• Remote Tools: Proficient with remote support tools like TeamViewer, AnyDesk, or Microsoft Remote Desktop.
• Communication: Fluent English (spoken and written) for professional client interactions via email, chat, or video calls.
• Availability: Able to work 8 AM - 5 PM EDT/EST (8 PM - 5 AM PHT) with a stable internet connection (minimum 10 Mbps) and a quiet, professional workspace.
• Soft Skills: Strong problem-solving, attention to detail, and ability to handle multiple client issues under pressure.

Nice-to-Have Skills:

• Familiarity with Linux servers for hybrid environments.
• Knowledge of firewall configurations (e.g., SonicWall, Fortinet) for network security.
• Basic scripting skills (e.g., PowerShell, Bash) for task automation.
• Prior experience in a client-facing IT support role.

Work Details:

• Employment Type: Full-time, direct hire.
• Schedule: 40 hours/week, 8 AM - 5 PM US Eastern Time - New York (EDT/EST).
• Location: Fully remote from India.

How to Apply:

Submit your resume and a brief cover letter explaining your experience with AWS EC2 and remote IT support. Include links to any relevant certifications (e.g., Microsoft, AWS, CompTIA) or a portfolio of past IT projects. Be prepared to complete a short trial task and participate in a video interview.

Why Join Us?

Work with a supportive team and diverse clients. Gain experience with modern IT tools and systems. Enjoy a stable, long-term role with potential for growth.