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

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.

What You’ll Bring

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.

Additional Requirements

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.

Why Join Us 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.

Skills & Keywords

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

Details

Seniority level

– Mid-Senior level

Employment type

– Contract

Job function

– Information Technology

Industries

– IT Services and IT Consulting

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