IT Support Specialist
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Job Description
Help Desk Technician providing remote IT support for a growing portfolio of users. Troubleshooting, documenting, and resolving technical issues via phone and email.
Responsibilities:
- Serve as the primary point of contact for user issues via phone and email
- Troubleshoot and resolve end-user issues related to Microsoft 365 (Outlook, Teams, OneDrive/SharePoint, password resets, mailbox updates)
- Provide support for Windows 10/11 devices, applications, user profiles, and printers
- Assist with remote access and basic network troubleshooting (DNS, DHCP, WiFi, VPN)
- Set up and configure devices for new users (laptops, workstations, peripherals)
- Document all troubleshooting steps, resolutions, and updates in the ticketing system
- Escalate complex issues to senior technicians with clear documentation
- Follow SOPs and service workflows to meet response and resolution targets
- Communicate proactively with users regarding ticket status, timelines, and next steps
Requirements:
- 1–3 years of IT support experience (preferably in a multi-client or MSP environment)
- Strong hands-on experience with Windows 10/11 troubleshooting
- Experience supporting Microsoft 365 environments (Outlook, Teams, OneDrive/SharePoint, MFA basics)
- Understanding of basic networking concepts (IP addressing, DNS, DHCP, gateways, WiFi, VPN)
- Excellent verbal communication skills with strong phone presence
- Strong written English skills for documentation and ticket updates
- Ability to manage multiple tickets, prioritize effectively, and follow through to resolution
- Customer-first mindset with a professional and personable approach
- Detail-oriented with strong documentation habits
- Ability to work independently and follow structured processes
Benefits:
- Fully remote work environment
- Stable, long-term collaboration
- Clear scope of responsibilities and structured workflows
- Training and onboarding support
- Opportunity to work with international teams
- Exposure to modern tools and professional processes
- Supportive and collaborative work culture
- Opportunity for skill development and career growth
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