IT Support

Remote IT Support Technician

Position Overview We are seeking a reliable, knowledgeable, and customer-friendly Remote IT Support Technician to join our Instant IT Support team. This role focuses on providing immediate remote assistance to business clients via our dedicated support line. The technician will handle incoming calls, resolve technical issues, and ensure accurate documentation in our CRM system.

Key Responsibilities

• Answer incoming technical support calls promptly and professionally.
• Create, update, and close support tickets in the CRM system.
• Remotely access customer computers to diagnose and resolve issues.
• Provide clear, simple explanations to non-technical users.
• Close tickets efficiently and escalate to senior technicians when required.
• Follow internal processes to ensure accurate time logging and documentation.

Qualifications Core Requirements

• Excellent spoken and written English communication skills.
• Strong experience with Microsoft 365 / Office 365 for Business, including the admin portal.
• Solid general IT support knowledge (Tier 1 / basic Tier 2 level).
• Hands-on experience troubleshooting Windows, Outlook, email, printers, internet, and basic network issues.
• Ability to properly create, update, and close support tickets.
• Confidence speaking with business clients on the phone.
• Good judgment in deciding when to resolve issues independently and when to escalate.

Preferred Attributes

• Prior experience in remote IT support or helpdesk environments.
• Customer-focused mindset with patience and professionalism.
• Strong organizational skills and attention to detail.

Work Arrangement

• Trial Period: Part-time for the first two weeks.
• Assessment Criteria: Technical skills, English proficiency, ticket documentation quality, reliability, and adherence to process.
• Progression: Successful candidates may transition to full-time employment.