Support Technician

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

📋 Description

• Act as the primary contact for IT support inquiries through Service Desk calls, tickets, and walk-ups, adhering to established processes and escalation protocols.

• Deliver IT troubleshooting assistance for hardware, software, peripherals, and enterprise applications across global offices and for remote users.

• Oversee ticketing systems, ensuring prompt resolution and appropriate escalation of issues.

• Conduct password resets, account provisioning, and provide remote assistance for end-users.

• Manage and support enterprise-level solutions for overseeing computing devices within the Five9 global framework.

• Diagnose, research, troubleshoot, and document technical issues related to client systems, VPN, and network connectivity.

• Maintain and support laptops, desktops, mobile devices (iOS/Android), printers, and A/V systems for both onsite and remote employees.

• Assist with the procurement of IT hardware and software as necessary.

• Take part in the creation and execution of standard operating procedures and customer service protocols for IT support.

• Collaborate on global IT projects and initiatives with team members across various Five9 locations.

• Provide occasional after-hours support, including evenings and weekends.

• Execute other related tasks as assigned.

⛳️ Requirements

• Minimum of 2 years in IT support, helpdesk, or customer service positions.

• Practical experience with Windows/Mac OS, Microsoft Office, remote support tools, and ticketing systems.

• Familiarity with Active Directory for user, group, and policy management.

• Knowledge of network concepts (wired/wireless) and protocols.

• Strong troubleshooting abilities with a capacity to follow established processes and adapt solutions as needed.

• Exceptional written and verbal communication skills for engaging with both technical and non-technical users.

• Capability to work independently or collaboratively on moderately complex tasks.

• Formal training or certifications (e.g., CompTIA A+, Network+, ITIL) are advantageous.

• Experience with device management tools, JAMF, SaaS applications, and mobile device support is beneficial.

• Microsoft certifications are a plus.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development

• Monthly commissions/bonus

• RSUs