Information Technology Support Technician

About the role

Provide exceptional first‑level technical support to our work‑at‑home workforce, handling hardware, software and network connectivity issues in real time. You will use a variety of remote tools to deliver prompt, effective solutions and maintain high service standards.

Key responsibilities

• Deliver first‑level support via remote assistance tools, web meetings, email, service‑desk tickets and instant messaging.
• Achieve a high closure rate by troubleshooting and resolving issues using diverse remote software.
• Document all resolutions and escalations meticulously in the internal ticketing system.
• Configure and troubleshoot computers, thin clients, Mac devices and peripherals required for remote operations.
• Follow established procedures, contribute to new SOPs, and continuously improve processes.
• Reinforce information‑security compliance across all support activities.

Required profile

• Minimum 2 years of experience in a fast‑paced IT desktop‑support role; BPO experience preferred.
• Excellent written and verbal communication skills with the ability to assist non‑technical users.
• Flexibility to work evenings and weekends when needed.
• Strong problem‑solving abilities, adaptability under pressure, and high ethical standards.

Required skills

• Windows Operating System
• Microsoft Office 365
• Mac OS
• Computer and thin‑client hardware
• VPN and remote assistance tools
• VMware
• Windows Active Directory
• Intune MDM
• Jamf MDM
• Multi‑factor authentication (MFA) configuration