Telecommut
Responsibilities
- Provide first- and second-level technical support for hardware, software, and network-related issues
- Respond to technical inquiries via phone, email, remote access tools, and in-person
- Diagnose, troubleshoot, and resolve IT and telecom-related problems efficiently
- Assist with installation, configuration, and maintenance of systems, devices, and applications
- Log and track all support requests in the ticketing system, ensuring timely resolution
- Escalate unresolved issues to higher-level support or vendors when necessary
- Maintain detailed technical documentation for systems, configurations, and procedures
- Provide training and guidance to users on hardware, software, and system best practices
- Stay updated on emerging technologies, updates, and patches relevant to company systems
Education & Experience:
- College diploma or university degree in Information Technology, Computer Science, or a related field
- Minimum 2–3 years of technical support or helpdesk experience
- Strong knowledge of Windows OS, Microsoft Office Suite, Active Directory, and Exchange Server
- Experience with networking fundamentals (LAN/WAN, TCP/IP, VPN)
- Familiarity with mobile device support (Android, iOS) and remote support tools
- Understanding of ticketing systems (ServiceNow, Zendesk, or similar)
- Knowledge of telecom systems and VoIP technologies is an asset
- Excellent troubleshooting and problem-solving skills
- Strong customer service orientation with a professional demeanor
- Effective written and verbal communication skills
- Ability to work independently and collaboratively
- Strong time management and organizational abilities
- Standard hours: 8:00 AM – 5:00 PM, Monday to Friday
- Occasional evening, weekend, or after-hours support based on business needs
- May require travel to client sites for on-site support
