IT Support Technician

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

📋 Description

• Deliver daily IT support to around 90 employees, addressing 30–80 support requests each month across various L1 technical issues.

• Act as the main helpdesk contact, providing prompt and effective assistance via phone, email, and messaging applications.

• Administer and oversee Microsoft 365 environments, including Exchange, Teams, SharePoint, and Intune.

• Manage the processes of employee onboarding and offboarding, which encompasses account creation, license assignment, access provisioning, and equipment configuration.

• Execute routine IT tasks such as password resets, email alias creation, user permissions, and basic system diagnostics.

• Support device management by configuring and maintaining laptops and mobile devices.

• Contribute to IT documentation, knowledge base enhancement, and process improvements aimed at boosting efficiency and user satisfaction.

• Collaborate with internal teams as well as external IT vendors or managed service providers when necessary.

• Uphold a high standard of customer service, ensuring a positive and supportive experience for all staff members.

• Recognize opportunities to refine IT workflows, enhance systems, and improve overall support operations.

⛳️ Requirements

• 5–7 years of experience in IT support, helpdesk operations, or a similar technical support position.

• Extensive experience with Microsoft 365 administration, including Exchange, Teams, SharePoint, and Intune.

• Proven track record in managing user accounts, permissions, and onboarding/offboarding processes within a business setting.

• Excellent troubleshooting abilities related to common hardware, software, and connectivity challenges.

• Strong verbal communication skills, capable of articulating technical concepts to non-technical users effectively.

• Patience and a customer-centric approach, with a readiness to provide hands-on support and assistance.

• Experience in supporting a remote workforce.

• Strong organizational skills with the capability to handle multiple requests simultaneously.

• Ability to work independently while remaining highly responsive and collaborative.

• Comfortable operating during U.S. business hours.

🏝️ Benefits

• Competitive salary package.

• Opportunities for professional development and career progression.

• Flexible working arrangements.

• Comprehensive health and wellness benefits.

• Supportive and inclusive company culture.