About this role
What You'll Do
- Act as the primary interface for end users, handling technical inquiries and providing clear, professional support across phone, email, and ticketing channels
- Own tickets end-to-end, performing remote troubleshooting, root-cause diagnosis, and resolution in line with SLA and KPI expectations
- Fulfill standard service requests such as software installation, configuration, and device setup, following defined procedures
- Install, modify, and maintain end-user computer hardware and software as requested
- Develop and maintain SOPs, training materials, and knowledge base articles to support continuous service improvement
- Support IT asset and configuration management, ensuring accurate records of the end-user computing environment
- Monitor and manage ticket backlogs, driving prompt progression and closure of open requests
Core Essentials
- Diploma or degree in IT, Computer Science, or a related field preferred
- 1–3 years of experience in IT support, service desk, or helpdesk roles
- Solid understanding of Windows OS, Microsoft 365, and common enterprise applications
- Working experience with ITSM or ticketing systems such as ServiceNow, Jira, Xurrent, or BMC
- Working knowledge of computer hardware, endpoint support, and basic networking concepts
- Business-fluent English (read, write, verbal)
- Willingness to work a night-shift schedule aligned to US business hours
Bonus Skills
- ITIL 4 Foundation, CompTIA A+, or CompTIA Network+ certification
- Additional Microsoft or Cisco (CCNA) certifications
- Strong customer-handling track record that may support consideration for a more senior scope