Responsibilities
- Deliver outstanding technical support via calls, chats and emails
- Troubleshoot network connectivity issues (LAN/WLAN) and support basic network setup
- Resolve printer and peripheral issues (drivers, connectivity, basic maintenance)
- Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices
- Document support activities in ticketing systems and escalate complex cases when required
- Build strong and lasting customer relationships
- Keep up with evolving tools and technology
- Handle sensitive customer data with care and security
- Apply the latest and greatest customer happiness practices
- Maintain deep understanding of client solutions and meet KPI
- Communicate with other teams
Requirements
- Excellent English skills (at least C1 for written and verbal communication)
- Minimum 2 - 3 years of Technical Support experience
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP)
- Troubleshoot hardware, software, network connectivity (LAN/WLAN), password resets, MFA, and email access issues
- Working knowledge of Microsoft 365 (including administration)
- Experience with NinjaOne CRM
- Ability to determine severity levels and impact of incidents
- Service-minded personality
- Customer-oriented approach
- Strong analytical and problem-solving skills
- Positive, adaptable, proactive and responsible attitude
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
Nice to Have
- Experience with Zendesk, Hubspot, or similar
- Browser Console logs debugging/investigation
- Familiarity with IT ticketing systems and remote support tools
- IT certifications such as: CompTIA A+, Microsoft 365, Similar IT certifications
Benefits
- Fixed schedule: Sunday to Saturday, 9AM - 5PM (CST / GMT-6 Time)
- Opportunity to cooperate fully remotely
- Inclusive international environment
- Compensation in USD
- Rewards for referring friends
- Balance between project workload and personal time, but also – internal health policy
- Responsive leadership interested in your development and long-lasting cooperation
- Greenhouse conditions for self-development
- A culture built on trust, with no time-tracking requirements
Work Arrangement
Remote (Worldwide)
Additional Information
- Fixed schedule: Sunday to Saturday, 9AM - 5PM (CST / GMT-6 Time)
- Opportunity to cooperate fully remotely
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
- The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.
- Compensation in USD
