Backfill Tech Support

About The Job Backfill Tech Support

Backfill IT Tech Support

Location: Şişli, Istanbul, Turkey – 100% On-site

Type: Freelance / Contract, Backfill

Rate: 500 Turkish Lira per hour

Benefits:300 Turkish Lira food allowance per day worked + travel allowance paid

• Role Overview
  
  

You'll act as a backfill for our internal IT team in Şişli, covering gaps during leave, peak workload, and project cutovers. The role is hands-on, user-facing, and focused on keeping staff productive with minimal downtime. You'll be the first point of contact for most IT issues and work closely with our 2nd/3rd line engineers for escalations.

• Key Responsibilities
  
  

End-User Support

• Respond to tickets, calls, and walk-ins for hardware, software, and network issues
• Troubleshoot Windows 10/11 desktops, laptops, and peripherals on-site
• Support Microsoft 365 apps: Outlook, Teams, OneDrive, SharePoint, Excel, Word
• Perform password resets, MFA setup, and account unlocks in Active Directory/Azure AD
• Configure and troubleshoot printers, scanners, video conferencing equipment
  
  

Systems & Infrastructure

• Image and deploy new devices using MDT/Intune/Autopilot
• Basic network troubleshooting: Wi-Fi, LAN, VPN connectivity, DNS, DHCP
• Install and configure business apps, drivers, and security patches
• Maintain asset register and ensure devices are tagged and tracked
• Follow change management and ITIL-based incident management processes
  
  

Documentation & Process

• Log all interactions in ServiceNow/Zendesk with clear notes and resolution steps
• Create and update KB articles for common issues
• Escalate complex issues to L2/L3 with proper handover documentation
• Participate in handover meetings at shift start/end
• Required Skills & Experience
• 2-4 years in IT Helpdesk, Desktop Support, or similar role
• Strong troubleshooting of Windows OS, hardware, and MS 365
• Working knowledge of Active Directory, Azure AD, Group Policy basics
• Understanding of TCP/IP, DNS, DHCP, VPN concepts
• Experience with ticketing systems and remote support tools like TeamViewer, AnyDesk, RDP
• Professional English and local language - for documentation, communication and vendor calls
• Customer-focused mindset with patience for non-technical users
• Nice to Have
• ITIL Foundation certification
• Experience with Intune, Autopilot, SCCM
• Basic Linux/macOS support
• Experience in a multi-national or fast-paced environment
• Schedule & Coverage
• Work is scheduled as and when needed
• Shifts are confirmed in advance
• No remote work – all support is on-site in Şişli due to data security requirements
• You will receive your schedule in advance unless there is a need or an emergency