Responsibilities
- Deliver remote technical support across multiple regions and time zones.
- Diagnose and resolve issues related to Windows 10/11, macOS, Microsoft 365, Google Workspace, VPN connections, Wi-Fi networks, 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 appropriately escalated.
- Manage support tickets from initiation to closure, including logging, classification, prioritization, troubleshooting, resolution, escalation when needed, follow-up, and detailed note-taking.
- Escalate complex technical problems to Level 2 or Level 3 teams, infrastructure units, security groups, or application specialists when beyond first-line capabilities.
- Document solutions and support interactions to enable trend analysis and service improvements.
- Execute onboarding and offboarding procedures as defined, including user account setup and removal, access provisioning, and permission audits.
- Assist with basic tasks in Microsoft Entra ID (Azure AD), such as managing user accounts, group memberships, multi-factor authentication, and access troubleshooting, referring advanced cases to higher support tiers.
- Respond to user inquiries and perform administrative actions in both Microsoft 365 and Google Workspace environments.
- Develop and maintain internal IT documentation, procedural guides, and knowledge base articles.
- Record common technical issues, known resolutions, and standard operating procedures for consistency and training.
- Ensure all documentation remains up to date as systems, tools, and internal processes change over time.
- Identify recurring problems and contribute to long-term improvements by recommending systemic fixes, optimizing workflows, standardizing user lifecycle processes, and supporting automation initiatives.
Work Arrangement
Remote (Worldwide)
Work Arrangement
Remote (Worldwide)
