IT Support Specialist – Incident Management, Remote Support, Enterprise Hardware/Software Support

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

📋 Description

• Deliver first-tier technical assistance to end-users addressing hardware, software, and network challenges.

• Accurately log and prioritize support tickets, adhering to organizational protocols.

• Diagnose common endpoint, software, and network connectivity problems in line with company standards.

• Assist with the onboarding and offboarding processes for hardware and software access.

• Address requests from remote users, including VPN, email, and desktop support tasks.

• Adhere to standard operating procedures to resolve issues both efficiently and effectively.

• Elevate complex incidents to Tier 2 or Tier 3 support teams, ensuring detailed documentation is provided.

• Maintain ongoing communication with users, stakeholders, and support teams regarding the status of incidents and resolution timelines.

• Assist with updates to hardware inventory, access provisioning, and fundamental system administration tasks.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent experience).

• 2 to 5 years of experience in supporting enterprise IT environments or in service desk roles focusing on hardware and software issues.

• Fundamental knowledge of Windows OS, enterprise applications, and networking principles.

• Certifications such as CompTIA A+ or ITIL Foundation are preferred.

• Experience in supporting remote or distributed user environments with enterprise applications.

🏝️ Benefits

• Flexible workplace arrangements.

• Professional development programs.