​This is a Full-Time, Virtual (Remote) role at Verisma, focusing on enterprise-level assistance. You will be responsible for the full lifecycle of a customer issue—from the initial “targeted questioning” to final resolution. The position requires a high degree of technical empathy and the ability to explain “nuanced instructions” to clients via phone, email, and chat.

• ​Date Posted: December 15, 2025
• ​Pay Rate: $19.00 – $21.00 per hour (Hourly)
• ​Location: Virtual / Remote
• ​Experience Required: Up to 3 years in technical support, help desk, or desktop support.
• ​Core Focus: Software/hardware diagnostics, network configuration, and account setup.

​Key Responsibilities: Diagnostic Support and Client Ownership

​As a Tier 1 Engineer, your goal is immediate resolution through expert troubleshooting and clear communication.

​Incident Management and Troubleshooting

​You will own reported customer issues from start to finish. This includes diagnosing software and hardware problems, identifying solutions, and tracking the status within agreed-upon time limits. You will use remote desktop connections to walk clients through technical actions step-by-step until the system is fully functional.

​Targeted Research and Escalation

​When a problem is outside the standard scope, you will conduct research using internal databases and external resources. If an issue remains unresolved, you are responsible for following standard procedures to escalate the ticket to the correct internal team, such as software developers or senior engineers, ensuring no detail is lost in the transition.

​Documentation and Reporting

​Accuracy is critical in this role. You must ensure all issues are properly logged and prepare timely reports on support activity. You will also contribute to the company’s “Knowledge Base” by documenting technical notes and creating manuals to help peers resolve similar issues faster in the future.

​Technical Skills and Qualifications

​Verisma is looking for a professional who can manage multiple priorities while maintaining a “collegial” relationship with clients.

• ​Education: High school diploma required; Bachelor’s degree in IT is preferred.
• ​OS Environments: Hands-on experience with Windows, Mac OS, and Linux.
• ​Support Tools: Familiarity with help desk software (such as Zendesk) and remote desktop applications.
• ​Technical Knowledge: Understanding of mobile devices, computer systems, and basic network configuration.
• ​Certifications (Preferred): Additional credentials in Microsoft, Cisco, or Linux technologies are a significant plus.

​Work Standards and Values

​This role is governed by the Verisma Core Values, requiring all business to be transacted with high ethical standards. Because the role is virtual, the ability to communicate technical concepts clearly through written and verbal channels is the most critical success factor. You will need to manage several open issues at once, necessitating strong time management and the ability to prioritize tasks based on urgency and client impact.