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
