Senior Technical Support Manager - Permanent Work From Home
Charlotte, Mecklenburg County, North Carolina, 28245, USA
Listed on 2026-08-16
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IT/Tech
IT Support, Technical Support, Systems Administrator, Network Administrator
Senior Technical Support Manager L3
- PERMANENT WORK FROM HOME.
This is not APPLICATION SUPPORT role. Please read carefully before applying.
Work From Home India | Full-Time
We are looking for a highly experienced Senior L3 Technical Support Engineer / Technical Manager to remotely manage and support our onsite IT technicians across Australia.
Our technicians attend homes and small businesses for a very wide range of IT issues. When a technician gets stuck onsite,
you will be the senior technical escalation point responsible for diagnosing the issue and guiding them towards a solution.
You must have very strong hands-on knowledge of:
- Windows & macOS troubleshooting
- Desktop/laptop hardware diagnosis & repair
- Wi-Fi, NBN, modems, routers, mesh systems & networking
- Printers & scanners HP, Canon, Epson, Brother etc.
- Microsoft 365, Outlook, email & software issues
- HDD/SSD, backup, data transfer & data recovery
- Malware, security & system troubleshooting
- Smart TVs, streaming devices & home technology
- Hardware fault diagnosis, parts identification & repair assessment.
Your Role:
- Manage and coordinate onsite technicians remotely and over the phone.
- Provide real-time technical assistance when technicians get stuck
- Troubleshoot issues over phone, video and remote access
- Guide technicians step-by-step through complex jobs
- Decide the best technical solution or next course of action
- Review difficult jobs and assist with repair diagnosis
Coach and improve the technical capability of the technician team
Requirements:
- 10+ years hands-on IT troubleshooting experience
- L3 / Senior Support Engineer / Technical Lead experience preferred
- Excellent all-round technical knowledge
- Strong hardware AND software troubleshooting skills
- Strong networking and printer knowledge
- Excellent spoken English
- Experience supporting or mentoring other technicians
This is NOT a purely managerial role.
We need someone who is technically strong across a broad range of IT problems and can quickly find a solution when another technician is stuck.
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