Technical Support Specialist

Overview

Do you thrive on solving complex technical problems and helping businesses run smarter? At The Narrative Group
, we’re looking for a Technical Support Specialist who’s passionate about technology, client success, and driving real outcomes.

We don’t just fix IT issues—we transform how companies work. If you’re ready to grow your skills with cutting-edge cloud and AI technologies while being part of a collaborative, high-performance team, this role is for you.

What You’ll Do

• Advanced Troubleshooting – Diagnose and resolve escalated IT issues (hardware, software, network, system).
• Technical Expertise – Stay current on IT technologies, cloud services, and security trends.
• Customer Support – Deliver professional, solution-focused service to clients.
• Remote & Onsite Support – Resolve issues via phone/email/remote tools; travel to client sites when required.
• Documentation – Maintain detailed logs of resolutions, configurations, and client interactions.
• Collaboration – Partner with internal IT teams and stakeholders for seamless handoffs.
• Incident Management – Manage and prioritize multiple tickets while meeting SLAs.
• Training – Support Tier 1 teams and end users with guidance and preventive practices.
• Process Improvement – Suggest workflow, tool, and efficiency improvements.
• Innovation – Identify opportunities to leverage AI and automation in daily operations.

• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).
• 3–5 years of IT support experience (Tier 2+).
• 2–3 years of hands-on cloud experience (AWS & Microsoft Azure).
• Strong troubleshooting skills across Windows, macOS, and Linux.
• Solid knowledge of networking protocols, hardware, and software.
• Familiarity with ticketing systems and remote support tools.
• Excellent communication and interpersonal skills.
• Adaptability in a fast-paced, evolving environment.
• IT certifications (CompTIA, Microsoft, Fortinet) are a plus.

• Onsite presence at least 3 days per week
  .
• Willingness to travel once per quarter for 1 week
  .
• Valid driver’s license and ability to travel to client sites.

Be part of a fast-growing, CTO-led IT advisory and services firm
.

Work with a collaborative, innovative team that values outcomes over busywork.

Gain exposure to cutting-edge cloud and AI technologies
.

Build long-term client relationships while growing your career
.

At The Narrative Group, we don’t just support IT—we empower businesses to achieve more. If you’re ready to make an impact, we’d love to meet you.

• Technical Support
• IT Support Specialist
• Cloud Support (AWS, Azure)
• Troubleshooting (Windows, macOS, Linux)
• Networking & Infrastructure
• Incident Management
• ITIL / Service Desk
• Customer Service & Communication
• IT Certifications (CompTIA, Microsoft, Fortinet)
• Onsite IT Support

• Seniority level – Mid-Senior level
• Employment type – Contract
• Job function – Information Technology
• Industries – IT Services and IT Consulting