L1 Helpdesk (PERMANENT WFH, NIGHT SHIFT) - DT

SUMMARY

The Remote Helpdesk Technician provides frontline technical support and works alongside our dedicated technical staff, handling a wide range of requests and issues.

• JOB RESPONSIBILITIES

• Respond to customer inquiries promptly, courteously, and professionally.

Create, document, and escalate issues and problems according to ticketing standards and SLAs.

• Monitor assigned tickets and provide service or escalation as necessary.

Provide support for escalated service desk tickets following established protocols.

• Provide desktop, server, and network support (including, but not limited to, administering and maintaining end-user accounts, password resets/unlocks, and email setup and support).

Deliver technical customer support over the phone and understands support processes.

• Understand support tools, techniques, and how technology can be used to provide services.

Perform remote scheduled maintenance as needed.

• Accurately enter and maintain case information, including notes and resolution.

Adhere to departmental policies for reporting and managing requests and change control.

• Experience using a ticketing system / RMM tool and PSA software.

Submit timesheets accurately and timely - 85%-time utilization.

• Perform other duties as required by the operations manager/service coordinator.

• QUALIFICATIONS

• 3+ years of relevant experience in supporting networks and/or providing technical support.

Experience working either on a helpdesk or MSP.

• Strong understanding of available tools to assist in daily tasks.

Ability to troubleshoot server-based software issues with:

• Microsoft Windows Server 2012/2016/2019/2022

Microsoft Windows Active Directory Infrastructure

• Microsoft Office 365 and Azure services

Major Anti-Virus solutions like ESET, SentinelOne, and Windows Defender

• Remote Access Tools like LogMeIn, ScreenConnect, TeamViewer, and VNC

Basic understanding of DNS, Firewalls, DHCP

• Enterprise-class backup solutions

• JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.

Should be amenable to a permanent night shift schedule

Job Types: Full-time, Permanent

Benefits:

• Flextime

Health insurance

• Life insurance

Paid training

• Work from home

Schedule:

• 8 hour shift

Monday to Friday

• Night shift

Supplemental pay types:

• 13th month salary

Overtime pay

Experience:

• Windows Server: 3 years (Preferred)

Network support: 3 years (Preferred)

• MSP (Manage Service Provider) set-up: 3 years (Preferred)

IT Helpdesk: 3 years (Preferred)

• Microsoft 365 and Azure Services: 3 years (Preferred)

Active Directory: 3 years (Preferred)