(WFH Setup) IT Network Help Desk

About the Role

We are seeking a customer-centric, solutions-oriented Service Desk Representative to serve as a primary point of contact for employees and users requiring IT assistance. This role is responsible for providing frontline technical support, troubleshooting hardware, software, network, access, and application-related issues, and ensuring incidents and service requests are resolved efficiently and professionally.

The ideal candidate will have a strong Service Desk or Technical Support background, combined with NOC-like experience or exposure to network/infrastructure monitoring, incident response, alert handling, and technical escalation. The role requires someone who can work methodically under pressure, identify the root cause of issues, and collaborate closely with Systems, Network, Security, and Engineering teams.

What You'll Be Doing

• Manage incoming IT support requests through chat, email, phone, and ticketing portals.

• Own service desk tickets end-to-end, from initial intake and troubleshooting through resolution, documentation, and closure.

• Provide first-line technical support for hardware, software, operating systems, applications, network connectivity, VPN, Wi-Fi, and account/access-related issues.

• Monitor, triage, and respond to technical alerts or incidents where applicable, applying NOC-style incident management and escalation practices.

• Identify the impact and urgency of incidents and prioritize tickets according to established procedures and SLAs.

• Perform initial investigation of infrastructure- or network-related incidents and escalate appropriately to Systems, Network, Security, Engineering, or other specialized IT teams.

• Maintain accurate and detailed incident records, including troubleshooting steps, findings, resolutions, escalation details, and user information within the ITSM or ticketing system.

• Collaborate with internal IT teams across different time zones as part of a follow-the-sun/global support model.

• Contribute to knowledge base articles, troubleshooting guides, standard operating procedures, and internal IT documentation.

• Identify recurring incidents, infrastructure or connectivity trends, and common user issues, and provide recommendations for improving IT services and the overall user experience.

What We're Looking For

• 1-2+ years of experience in a Service Desk, Help Desk, Technical Support, IT Support, NOC, or similar technical support environment.

• NOC-like experience is highly valued, particularly experience with monitoring, alert triage, incident response, network/connectivity troubleshooting, escalation, or infrastructure support.

• Proven experience working with ticketing systems, ITSM platforms, or CRM tools.

• Strong troubleshooting and analytical skills, with the ability to diagnose technical issues systematically and determine appropriate next steps.

• Experience handling multiple incidents and service requests while maintaining accuracy, prioritization, and attention to detail.

• Excellent written and verbal communication skills in English — a must.

• Strong customer service skills and the ability to communicate technical information clearly to both technical and non-technical users.

• Comfortable working across different time zones and supporting a global user base.

• Willingness to work in a 24/7, shift-based, or follow-the-sun support environment, where required.

Technical Skills

• Windows, macOS, and/or Linux operating systems.
• Networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, routing, and connectivity troubleshooting.
• Network and infrastructure monitoring tools, alerting systems, dashboards, or NOC platforms.
• Incident detection, alert triage, escalation, and basic event correlation.
• Microsoft 365, Google Workspace, Active Directory, Entra ID/Azure AD, or similar enterprise platforms.
• Remote desktop and endpoint management tools.
• Cloud-based applications and SaaS environments.
• User provisioning, account administration, and access management.
• Endpoint troubleshooting and asset management.
• ITSM/ticketing platforms and knowledge management systems.

Nice to Have

• Previous experience in a NOC, Network Operations, IT Operations, or Infrastructure Support environment.
• Experience working in a hybrid Service Desk/NOC or IT Operations role.
• Experience monitoring network, server, cloud, or application environments.
• Familiarity with tools such as network monitoring, log management, alerting, or observability platforms.
• ITIL Foundation certification or familiarity with ITIL practices.
• Experience supporting a global or multi-region IT environment.
• Experience with shift handovers, major incident escalation, and follow-the-sun operations.
• Familiarity with cloud infrastructure and common SaaS platforms.
• Experience creating or maintaining technical runbooks, knowledge articles, and troubleshooting procedures.