Helpdesk Support Technician

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• Deliver first-level technical assistance to customers through phone, email, and collaboration tools.

• Diagnose issues associated with telephony systems, PBX platforms, and software applications.

• Walk users through clear and concise, step-by-step solutions.

• Record, prioritize, and monitor incidents and service requests using the helpdesk system.

• Ensure prompt resolution of issues and escalate complex problems to senior teams as necessary.

• Identify and resolve basic software, telephony, and cloud PBX issues.

• Support the installation, configuration, and updating of applicable applications.

• Develop and maintain user-friendly documentation and knowledge base articles.

• Aid in resolving basic networking issues such as connectivity, IP configuration, and VPN access.

• Adhere to security protocols and encourage best practices among end users.

⛳️ Requirements

• 1–3 years of experience in an IT Helpdesk, Service Desk, or Technical Support capacity.

• Familiarity with telephony or PBX systems, whether cloud-based or on-premises.

• Knowledge of Asterisk-based cloud PBX systems is highly preferred.

• Basic understanding of networking and communications, including IP, SIP basics, and connectivity.

• Proficiency with ticketing systems (training will be provided for any platform).

• Diploma or Degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits package.

• Professional development opportunities and training.

• Flexible working hours and remote work options.

• Supportive and collaborative work environment.