Job Description

Provide remote technical support to end-users via phone, email, chat, or remote tools. Troubleshoot and resolve hardware, software, and network-related issues across Windows and/or Mac environments. Log, track, and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Remedy, etc.). Assist users with system access, software installations, printer issues, and peripheral troubleshooting. Escalate complex issues to Level 2/3 support teams when necessary. Follow standard operating procedures (SOPs) for problem resolution and escalate unresolved issues promptly. Ensure timely communication and resolution updates to users and stakeholders. Support routine maintenance tasks, system upgrades, and patch deployments as needed. Create and maintain documentation for troubleshooting steps, FAQs, and knowledge base articles. Contribute to improving overall user experience and IT support operations.

Required Skills & Qualifications:

Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience). 2-5 years of experience in remote technical support or helpdesk environments. Strong understanding of Windows OS, Microsoft Office Suite, and basic networking concepts. Experience with remote access tools (e.g., TeamViewer, AnyDesk, RDP). Familiarity with ITSM platforms (e.g., ServiceNow, BMC Remedy). Excellent problem-solving skills and attention to detail. Strong verbal and written communication skills.
Job Types: Full-time, Permanent

Pay: ?25,000.00 - ?35,000.00 per month

Benefits:

Health insurance Paid sick time Paid time off Provident Fund
Shift:

Rotational shift
Work Location: In person