Responsibilities
- Deliver remote technical assistance across multiple regions and time zones.
- Diagnose and resolve problems related to Windows 10/11, macOS, Microsoft 365, Google Workspace, VPN connections, Wi-Fi, web browsers, and common business software.
- Communicate effectively with end users by setting clear expectations, providing timely updates, and ensuring issues are fully resolved or properly escalated.
- Manage support tickets from initiation to closure, including logging, classification, prioritization, troubleshooting, resolution, escalation when needed, follow-up, and detailed documentation.
- Refer complex technical issues to Level 2 or Level 3 teams, infrastructure, security, or application specialists when beyond first-line capabilities.
- Create standardized, reusable notes to aid in identifying trends and enhancing support efficiency.
- Assist with employee onboarding and offboarding processes according to established protocols, including provisioning and deactivating accounts, assigning standard access rights, and verifying permissions.
- Offer foundational support for Microsoft Entra ID / Azure AD, covering user accounts, group memberships, multi-factor authentication (MFA), and basic access problems, referring advanced cases as required.
- Respond to user inquiries and service requests in both Microsoft 365 and Google Workspace environments.
- Develop and keep up to date internal IT documentation, procedural guides, and knowledge base articles.
- Record frequent technical issues, known solutions, and standard support procedures.
- Ensure documentation remains accurate and current as systems and workflows change.
- Identify recurring patterns in support tickets and contribute to service improvements by recommending long-term fixes, refining processes, standardizing onboarding and offboarding, and supporting automation efforts.
Work Arrangement
Remote (Worldwide)
Work Arrangement
Remote (Worldwide)
Other
- Work schedule: Monday-Friday, shifts 8:30 - 17:37 EEST, including 1h break.
- Days-off on US national holidays.
- Paid vacations and sick-leaves.
- Reduced Fridays during summer.
