Role Responsibilities

• Diagnose and resolve common hardware and software issues across Windows, Mac, and Linux environments.
• Document incident details, troubleshooting steps, and resolutions using ticket management systems (ITSM).
• Utilize networking knowledge (TCP/IP, DNS, VPN) to resolve connectivity and configuration incidents.
• Support non-technical users with clear, empathetic communication and step-by-step technical guidance.
• Contribute detailed, scenario-based examples and process documentation reflecting best practices in IT support.
• Collaborate asynchronously within a remote engagement model, delivering high-quality, written and verbal feedback.

Requirements

• Have strong relevant experience in the domain providing Tier 2/3 IT support.
• Deep familiarity with troubleshooting hardware, software, and networking issues, including root cause analysis.
• Proficiency in documenting technical incidents and resolutions using ITSM or similar ticketing platforms.
• Strong written and verbal communication skills, with a focus on supporting non-technical end users.
• Certifications such as CompTIA A+, CompTIA Network+, or ITIL Foundation are advantageous.