Remote Support Technician

Overview

Silotech Group, Inc. is a Woman-Owned Small Business (WOSB) and Service-Disabled Veteran-Owned Small Business (SDVOSB) headquartered in San Antonio, Texas. We deliver full-spectrum cybersecurity, digital transformation, cloud migration, DevSecOps, and emerging technology Research and Development (R&D) solutions across the Department of War (DoW), Intelligence Community (IC), Federal civilian, State, Local and Education (SLED), commercial, and international markets

The Remote Support Technician is an entry-level technical role responsible for providing remote support and troubleshooting across network, server, and workstation environments. This role serves as a frontline support function within Managed Services, focused on resolving issues efficiently, delivering a strong client experience, and building foundational technical skills.

The Remote Support Technician interacts directly with clients and internal teams and is expected to communicate professionally over video, phone, and written channels. Training and mentorship are provided, with the expectation that the technician demonstrates initiative, accountability, and continuous technical growth.

Essential Role and Responsibilities

Remote Support and Troubleshooting

• Provide remote technical support for desktop, server, and basic network-related issues.
• Troubleshoot and resolve Windows and Mac workstation issues within defined service standards.
• Escalate issues appropriately when resolution exceeds role scope or complexity.

Client Interaction and Service Quality

• Engage with clients professionally via phone, video, and remote support tools.
• Prioritize client needs and deliver a positive support experience in every interaction.
• Clearly explain issues, resolutions, and next steps to clients.

Ticket Management and Documentation

• Accurately document all support activities, troubleshooting steps, and resolutions in the ticketing system.
• Follow established workflows for intake, escalation, and closure of support requests.
• Maintain timely updates to ensure visibility and accountability.

Operational Discipline

• Adhere to service standards, response times, and internal processes.
• Support consistent service delivery across managed environments.
• Contribute to team efficiency through reliable execution and follow-through.

Growth and Development

• Actively pursue technical skill development through training, mentorship, and certification.
• Demonstrate increasing independence and problem-solving capability over time.
• Prepare for progression into higher-level engineering or platform roles.

Qualifications

Education and Experience

• High school diploma with a minimum of three years of relevant technical exposure, or a technical bachelor’s degree with at least one year of experience.

Certifications

• CompTIA A+ certification or the ability to obtain within six months, higher-level certifications may substitute.

Technical Skills

• Foundational understanding of desktop and endpoint management.
• Experience adding and removing users in Windows Server and SaaS platforms.
• Basic troubleshooting knowledge of Windows and Mac operating systems.
• Foundational understanding of networking concepts.

Professional Attributes

• Strong written and verbal communication skills.
• Professional presence suitable for client-facing remote interactions.
• Self-motivated, reliable, and team-oriented.

Equal Opportunity Employer Statement

Silotech Group, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, disability status, or any other characteristic protected by federal, state, or local law.

Silotech Group participates in E-Verify. Reasonable accommodations available upon request.

Silotech strongly encourages applications from veterans, military spouses, and members of the Reserve and National Guard.