Information Technology Support Specialist

About the role

The Information Technology Support Specialist is the first point of contact for Australian clients, providing phone‑based customer service and technical troubleshooting. All support is delivered remotely, requiring strong remote‑diagnosis skills to resolve issues for home users and small businesses.

Key responsibilities

• Handle inbound and outbound calls, live chat and email from Australian clients.
• Diagnose and resolve L1/L2 issues remotely using TeamViewer, AnyDesk, Splashtop or other RMM tools.
• Troubleshoot internet and network faults, including routers, modems, Wi‑Fi, PPPoE, connection setup, dropouts and printer connectivity.
• Set up and troubleshoot email accounts (Exchange, Outlook, IMAP, POP, SMTP) on desktop and mobile devices.
• Log, categorise and update every interaction in the ticketing system with clear notes.
• Resolve Windows and macOS issues, perform malware removal, data backup and account recovery.
• Support Microsoft 365 services, including mailbox setup, password resets, licensing and OneDrive/SharePoint basics.
• Escalate complex issues to senior engineers with proper handover documentation.
• Proactively follow up on open tickets and keep clients informed.
• Coordinate onsite technician visits when remote resolution is not possible.
• Identify upsell opportunities for managed plans and security add‑ons.

Required profile

• 2–4 years of experience in IT helpdesk, technical support or a technical BPO/international voice process.
• Excellent spoken English with a neutral accent.
• Strong remote support skills, able to guide non‑technical clients over the phone.
• Solid written English for ticket notes and client email.
• Patience, empathy and willingness to work a 3:00 AM start with rotational weekend coverage.

Required skills

• Remote support tools: TeamViewer, AnyDesk, Splashtop, RMM platforms.
• Operating systems: Windows, macOS.
• Networking basics: routers, modems, Wi‑Fi, PPPoE, port forwarding.
• Email technologies: Exchange, Exchange Online, Outlook, IMAP, POP, SMTP, DNS (MX, SPF, DKIM).
• Microsoft 365 suite, OneDrive, SharePoint.
• Ticketing systems and documentation.
• CompTIA A+, Network+ or Microsoft fundamentals certifications (preferred).

What we offer

• Competitive CTC ranging from ₹3.5 LPA to ₹7.5 LPA, based on experience.
• Opportunity to work with Australian clients in a fully remote environment.
• Professional development and exposure to a wide range of IT technologies.