Technical Support Administrator

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

📋 Description

• Serve as the primary contact for helpdesk tickets and support inquiries.

• Allocate, oversee, and track tickets using Freshdesk.

• Evaluate helpdesk performance and deliver regular reports.

• Assist in the procurement of IT equipment and software.

• Follow up on supplier orders and monitor delivery schedules.

• Liaise with vendors regarding hardware replacements and warranty claims.

• Address customer inquiries in a professional and efficient manner.

• Maintain comprehensive records of customer interactions, troubleshooting efforts, and issue resolutions.

• Develop and revise technical documentation and support procedures.

• Escalate technical problems as necessary and collaborate with internal teams to ensure prompt resolution.

• Keep customers and stakeholders updated throughout the support process.

• Contribute to the ongoing enhancement of operational processes and service delivery standards.

⛳️ Requirements

• At least 2 years of experience in technical support, helpdesk, or IT administration.

• Strong administrative and organizational abilities.

• Proficient in Microsoft Excel, Word, Outlook, and Teams.

• Excellent written and oral communication skills.

• Strong customer service aptitude and the capability to navigate challenging situations professionally.

• Ability to prioritize tasks and perform effectively under pressure.

• Exceptional attention to detail and robust problem-solving skills.

• Preferred: Experience using Freshdesk or comparable ticketing systems.

• Understanding of hardware, software, networking, and troubleshooting concepts.

🏝️ Benefits

• Fully remote position.

• 40 days of paid vacation each year.

• Supportive team environment with opportunities for growth and development.