Helpdesk Technician

Job Summary

We are looking for a reliable and technically skilled IT Helpdesk Technician to provide remote technical support to users and clients. The candidate will be responsible for troubleshooting hardware, software, network, and user-related IT issues while delivering professional and timely support.

The ideal candidate should have strong communication skills, problem-solving abilities, and experience supporting users in a remote environment.

Key Responsibilities

· Provide first-level remote IT support via phone, email, chat, and ticketing systems.

· Diagnose and troubleshoot hardware, software, printer, and network-related issues.

· Install, configure, and maintain operating systems, applications, and user accounts.

· Support Microsoft Windows, Microsoft Office 365, Outlook, and common business applications.

· Assist users with password resets, access issues, and system configurations.

· Escalate unresolved issues to senior technical staff when required.

· Maintain accurate records of support requests, resolutions, and IT assets.

· Perform routine maintenance, updates, and system checks remotely.

· Assist with onboarding and offboarding of employees by setting up accounts and devices.

· Ensure compliance with company IT and security policies.

Required Qualifications

· Bachelor’s degree or Diploma in Computer Science, Information Technology, or related field.

· 1–3 years of experience in IT support or helpdesk operations.

· Good understanding of Windows operating systems, Microsoft Office 365, basic networking concepts, remote support tools, and printer troubleshooting.

· Familiarity with helpdesk ticketing systems.

· Strong communication and customer service skills.

· Ability to work independently in a remote environment.

Preferred Skills

· Knowledge of Active Directory and user account management.

· Experience with antivirus and endpoint security solutions.

· Basic understanding of cloud-based systems and backup solutions.

· IT certifications such as CompTIA A+, Microsoft Certified, or CCNA are an advantage.

Application Instructions (Mandatory for All Applicants)

To help us identify serious and qualified candidates, all applicants must complete the following steps. Incomplete applications will not be considered.

Step 1: Submit Updated Resume

Step 2: Record a Short Introduction Video

Submit a 2–3 minute video introducing yourself and covering:

• Your IT support/helpdesk experience
• Remote work experience
• Technical tools and systems you have supported
• Why you are interested in this role
• Your spoken English communication skills

Video can be shared via Google Drive.

Step 3: Complete Technical Questions

Include written answers to the following:

• How would you troubleshoot a user who cannot connect to Wi-Fi?
• What steps would you take if Outlook is not sending emails?
• Explain the difference between a local user account and Active Directory account.
• What remote support tools have you used before?

Step 4: Internet & Workspace Requirements

Provide:

• Internet speed screenshot
• Your current city/location
• Confirmation that you have:
• Reliable electricity backup
• Quiet workspace
• Laptop/Desktop suitable for remote work

Work Location: Remote