Remote Help Desk Support

About the position

Provide remote technical support to end-users by troubleshooting software, hardware, and network issues. Respond to service requests via phone, email, or chat and ensure prompt resolution or proper escalation.

Responsibilities

• Respond to and resolve technical issues in a timely manner
• Provide step-by-step guidance to users remotely
• Log, track, and update support tickets in the help desk system
• Escalate unresolved issues to higher-level IT staff
• Maintain documentation of support procedures
• Ensure customer satisfaction with each interaction

Requirements

• Proven experience in IT support or help desk role
• Familiarity with Windows, macOS, and common software applications
• Knowledge of remote support tools and ticketing systems
• Strong problem-solving and communication skills
• Ability to work independently and manage time effectively