Technical Helpdesk Support professional

Job Overview

A phone-based IT helpdesk role (US business hours) helping employees fix issues with their computers, accounts, and internet/network access. The person will take live calls, troubleshoot problems, log and track each issue until its resolved, and pass on tougher cases to senior teams when needed. Good communication and customer handling skills matter just as much as technical know-how.

Key Responsibilities

• Direct Customer Technical Support: Conduct live remote sessions and phone calls to provide high-touch troubleshooting and technical resolution for internal and external end users.
• L2 Desktop and Hardware Troubleshooting: Provide Tier-2 diagnostic and resolution support for enterprise laptops, desktops, mobile devices, printers, docking stations, and other peripherals.
• Enterprise Application Support: Troubleshoot and resolve complex issues across Windows operating systems, Microsoft 365, business applications, and SaaS platforms.
• Identity and Access Administration: Manage user lifecycle activities, account provisioning, security permissions, password resets, and group assignments using Active Directory and Microsoft Entra ID (Azure AD).
• Network and Remote Connectivity: Diagnose and resolve VPN, Wi-Fi, LAN, DNS, firewall, and Remote Desktop connectivity issues to ensure secure and reliable system access.
• System Deployment and Maintenance: Install, configure, patch, and maintain client operating systems, standardized software images, and specialized enterprise tools.
• Incident Management and SLA Adherence: Accurately document troubleshooting steps, resolutions, and root causes in ticketing platforms such as Jira or ServiceNow while meeting defined SLA targets.
• Technical Ownership and Escalation: Take ownership of complex technical incidents through resolution and escalate high-severity issues to engineering and infrastructure teams with detailed diagnostic information.

Required Skills

• Strong hands-on experience in L2 Desktop / EUC / Technical Support.
• Excellent knowledge of Windows 10/11 troubleshooting and endpoint management.
• Practical experience with Microsoft 365, including Outlook, Teams, OneDrive, and Office applications.
• Hands-on knowledge of Active Directory and Microsoft Entra ID (Azure AD).
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, LAN/Wi-Fi, firewalls, and Remote Desktop.
• Experience troubleshooting enterprise hardware and peripherals.
• Ability to troubleshoot and resolve business applications and SaaS platform issues.
• Strong incident management, problem-solving, documentation, and escalation skills.
• Experience working with ITSM/ticketing tools and meeting SLA requirements.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.