IT Support Specialist (Remote)

Key Responsibilities

• Serve as the primary point of contact for employees seeking technical assistance, responding to queries via our helpdesk system, email, and internal chat.
• Diagnose, troubleshoot, and resolve technical hardware and software issues involving computer systems, mobile devices, and network infrastructure.
• Install, configure, and maintain computer hardware, operating systems, and applications.
• Manage user accounts and permissions, including onboarding and offboarding processes, across our key systems such as Microsoft 365.
• Document technical issues, solutions, and processes meticulously within our ticketing system and knowledge base.
• Escalate complex and unresolved issues to senior IT personnel or third-party vendors when necessary.
• Assist in maintaining IT asset inventories and ensuring compliance with company security policies.
• Provide user training and support on new hardware and software to enhance organisation-wide productivity.

Qualifications

• Proven experience working as an IT Support Specialist, Helpdesk Technician, or in a similar technical support role.
• Strong knowledge of Windows and macOS operating systems.
• Hands-on experience with Microsoft 365 or Google Workspace administration.
• Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
• Exceptional communication and interpersonal skills, with a talent for explaining complex information to non-technical users.
• A strong customer-service focus and a patient, professional demeanour.
• Demonstrated ability to work independently and manage time effectively in a remote environment.
• A degree in Information Technology or a related field, or relevant professional certifications (e.g., CompTIA A+, Microsoft Certified), is highly desirable.

Benefits

• A competitive hourly wage in the range of $21 - $30 USD.
• The flexibility and autonomy of a fully remote working environment.
• The opportunity to join a supportive and collaborative team within a dynamic and expanding industry.
• A key role where your contributions have a direct and meaningful impact on the organisation's success.