Responsibilities
- Provide clear, empathetic, and accountable remote technical support to end users.
- Manage end-to-end ticket handling, including logging, classification, prioritization, resolution, escalation, and closure with consistent communication.
- Diagnose and resolve technical issues on Windows 10/11 and macOS systems using logical, hypothesis-based methods.
- Address problems in Microsoft 365 and Google Workspace environments with hands-on expertise.
- Administer identity and access functions in Microsoft Entra ID, including user accounts, group memberships, access troubleshooting, and MFA support.
- Deliver remote support using widely adopted technical assistance tools.
- Manage user lifecycle processes including onboarding, offboarding, access provisioning, permissions assignment, standard access packages, and readiness checks.
- Develop, update, and maintain internal documentation and knowledge base content to ensure clarity, accuracy, and reusability.
Requirements
- 2 to 3 years of experience in IT support, helpdesk, or similar user-facing technical roles, with a preference for remote support experience.
- Proven ability to troubleshoot Windows 10/11 and macOS in professional settings.
- Direct experience supporting both Microsoft 365 and Google Workspace platforms.
- Practical experience working with Microsoft Entra ID (Azure AD).
- Foundational knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
Nice to Have
- Familiarity with IT service management principles, particularly ITIL frameworks.
- Experience with mobile device management (MDM) platforms.
- Demonstrated ability to create or enhance workflows using scripting or automation tools.
Work Arrangement
Remote
Drive continuous improvement and automation:
Identify opportunities to enhance support processes and implement automation to increase efficiency and reduce repetitive tasks.
