Role Overview
As a Junior Helpdesk Technician, you will serve as the initial contact for clients needing technical support. Operating in a fully remote setting, you'll deliver reliable assistance by diagnosing common IT issues and guiding users through effective solutions using phone, email, and a centralized ticketing platform.
Key Responsibilities
- Act as the primary responder for incoming support requests across multiple communication channels
- Diagnose and resolve basic technical problems following defined troubleshooting workflows
- Keep clients informed with regular updates on ticket progress and expected resolution times
- Create, organize, and maintain service tickets, ensuring clarity and completeness
- Break down complex or multi-part tickets into manageable tasks to maintain workflow efficiency
- Monitor RMM dashboards and carry out predefined corrective actions according to protocol
- Perform scheduled system checks to support proactive maintenance
- Assist with remote deployment projects when needed, under supervision
- Escalate unresolved or advanced issues to senior team members with full documentation
- Report critical incidents, service disruptions, or security concerns without delay
- Submit accurate timesheets and complete required reporting on schedule
- Adhere strictly to standard operating procedures and assigned routines
- Uphold security standards across all systems and client interactions
- Participate in team discussions to refine processes and enhance service quality
Work Environment
This is a fully remote position with a global team structure. You must be self-disciplined, detail-oriented, and committed to maintaining consistent communication and accountability within a distributed work model.
