Description

You provide advanced technical support and resolve escalated issues for end users.

This role is remote.

Responsibilities

• Resolve second-level support tickets and escalated issues from the help desk.
• Troubleshoot hardware, software, and peripheral issues for desktops, laptops, and mobile devices.
• Configure, install, and maintain end-user devices and enterprise applications.
• Manage user onboarding and offboarding, including account setup and workstation preparation.
• Maintain technical documentation for procedures, solutions, and user guides.

Required Skills

• 3–5 years of experience in IT support or help desk roles, including at least 1 year at L2 level.
• Proficiency with Windows and macOS environments.
• Experience managing Active Directory and Microsoft 365.
• Hands-on experience with ticketing systems such as ServiceNow or Cherwell.
• Knowledge of remote desktop tools and ITIL practices.
• Ability to provide both remote and on-site technical support.
• Degree in Information Technology, Computer Science, or equivalent experience.

Preferred Skills

• IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
• Experience supporting virtual environments like Citrix or VMware.
• Familiarity with mobile device management (MDM) platforms.

Key Skills

Education

Any Graduate