# IT Technician – US Client Support

### Job Overview

We are looking for a skilled and reliable **IT Technician** to provide technical support and IT infrastructure management for our US-based clients. The ideal candidate should have hands-on experience troubleshooting networks, computers, servers, firewalls, VPNs, remote support tools, and business applications.

The technician will be responsible for resolving day-to-day technical issues, maintaining network connectivity, supporting hardware and software upgrades, and ensuring reliable IT operations for client locations.

### Major Responsibilities

* Provide remote and onsite (India office) technical support to US-based clients and end users.

* Configure, manage, and troubleshoot **Sophos Firewall** environments.

* Understand and work with **IP addressing schemes, subnetting, gateways, and network configurations**.

* Manage **DHCP services** on servers and firewalls, including creating and maintaining **reserved IP addresses**.

* Troubleshoot internet connectivity, network outages, Wi-Fi issues, DNS problems, and other network-related issues.

* Diagnose and resolve slow computer performance, including identifying issues related to RAM, storage, operating system, applications, and network connectivity.

* Perform and assist with **Windows 10 to Windows 11 upgrades**, including compatibility checks and troubleshooting.

* Upgrade computer hardware such as **RAM from 8GB to 16GB** and troubleshoot hardware-related performance issues.

* Configure and troubleshoot **VPN connections**, including Sophos VPN solutions.

* Provide remote technical support using **ConnectWise**, remote access software, and other remote management tools.

* Work with **GoTo** products and troubleshoot connectivity or user-access issues.





* Provide technical support for **Dentrix Ascend** and assist users with common application and connectivity issues.

* Troubleshoot printers, scanners, workstations, peripherals, and other office technology.

* Install, configure, update, and maintain computers, software, and IT equipment.

* Assist with user account, access, and basic security-related issues.

* Monitor and troubleshoot network and system performance.

* Document technical issues, troubleshooting steps, resolutions, and configuration changes.

* Escalate complex issues when necessary while maintaining clear communication with clients.

* Follow IT security, backup, access control, and data protection best practices.

* Provide qualified and timely customer service to US-based clients.

### Required Skills & Experience

* Hands-on experience in **IT support, network troubleshooting, or system administration**.

* Strong understanding of **TCP/IP, IP addressing, DHCP, DNS, gateways, and basic networking concepts**.

* Experience working with **Sophos Firewall and Sophos VPN**.

* Experience with **Windows operating systems**, including Windows 10 and Windows 11.

* Ability to troubleshoot slow computers and perform hardware upgrades.

* Experience with **RAM upgrades, computer hardware, and peripheral devices**.

* Experience using **ConnectWise or similar remote support/RMM tools**.





* Familiarity with **GoTo** remote support/communication tools.

* Experience supporting **Dentrix Ascend** or other dental practice management software is preferred.

* Strong troubleshooting and problem-solving skills.

* Valuable communication skills and ability to work professionally with US clients.

* Ability to work independently and manage multiple technical support requests.

### Preferred Qualifications

* Experience supporting multiple business locations or distributed office environments.

* Experience working with **servers and DHCP services**.

* Knowledge of network security and firewall configuration.

* Experience supporting healthcare or dental offices.

* Familiarity with Microsoft 365 anpd common business applications.

* Relevant IT certifications such as **CompTIA A+, Network+, Security+, Microsoft, or equivalent experience** are a plus.

### Key Skills

**Sophos Firewall | VPN | IP Networking | DHCP | DNS | Windows 10/11 | Server Support | Hardware Troubleshooting | RAM Upgrades | Internet Troubleshooting | ConnectWise | GoTo | Dentrix Ascend | Remote Support | Customer Service**

### Work Environment

This role will primarily support **US-based clients** and requires robust communication, responsiveness, troubleshooting ability, and a customer-focused approach. The technician should be comfortable providing remote technical support and working with users who may have limited technical knowledge.

Job Type: Full-time

Pay: ₹150.00 - ₹210.00 per hour

Expected hours: 25 – 40 per week

Benefits:

- Flexible schedule

Work Days:

- Monday to Friday
- Weekend availability

Experience:

- total work: 2 years (Preferred)

Work Location: In person

📌 IT Technician (India)
🏢 Yam Consultants
📍 India