Remote IT Support Engineer

Remote IT Support Engineer – Level 1

Job Summary

We are seeking a motivated and customer-focused Remote IT Support Engineer (Level 1) to provide first-line technical support to end users. The ideal candidate will diagnose and resolve basic software, network, and account-related issues while delivering excellent customer service in a remote environment.

Key Responsibilities

• Serve as the first point of contact for IT support via ticketing system, email, or chat
• Troubleshoot basic software and operating system issues (Windows, macOS)
• Assist users with password resets, account access, and MFA issues
• Support common applications (Microsoft 365, email, VPN, collaboration tools)
• Perform basic network troubleshooting (Wi-Fi connectivity, DNS, IP issues)
• Document incidents, solutions, and procedures accurately in the ticketing system
• Escalate unresolved or complex issues to Level 2/3 support following procedures
• Follow SLAs and prioritize tickets appropriately
• Maintain security best practices and comply with company IT policies
• Provide clear, non-technical explanations to end users

Required Skills & Qualifications

• Basic understanding of computer hardware and operating systems
• Familiarity with Windows 10/11 and macOS
• Knowledge of Microsoft 365, Active Directory (basic), and remote support tools
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP)
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Ability to work independently in a remote environment
• Customer-service mindset with patience and professionalism

Preferred Qualifications

• 0–2 years of IT support or help desk experience
• BSCS or equivalent qualification required
• Experience with ticketing systems like Freshdesk or Jira

Work Environment

• Fully remote position, and one month of training is mandatory in the office
• May require flexible scheduling, including occasional evenings or weekends
• Must have reliable internet and a suitable remote workspace

Job Type: Full-time

Pay: Rs50,000.00 - Rs70,000.00 per month

Work Location: Remote