Description

You will provide first-line technical support to international users via phone, email, and remote tools.

Responsibilities

• Diagnose and resolve hardware, software, and network issues, including Windows, O365, SharePoint, OneDrive, VPN, and printing.
• Log and track all incidents in the ticketing system to ensure accurate documentation and timely resolution.
• Manage support requests independently during weekends and holidays to maintain 9x7 coverage.
• Monitor systems proactively to identify and react to anomalies.
• Follow standard operating procedures (SOPs) and troubleshooting protocols to address common IT issues.

Required Skills

• 1-2 years of experience in a technical voice support process or similar environment.
• Proficiency in remote troubleshooting of desktop, email, and internet connectivity issues.
• Ability to work in a 24/7 shift environment, including weekends and public holidays on a rotational basis.
• Strong written and spoken English communication skills.
• Knowledge of managing service provider resources based on SLAs, OLAs, and SOPs.
• Foundational understanding of IT hardware, software, and network systems.
• Ability to work independently during critical incidents until central incident managers are available.

Preferred Skills

• Degree in Computer Science or a related major.
• Experience in a Service Desk environment.
• ITIL certification.

Key Skills

Education

ANY GRADUATE