Position Overview

We are seeking a skilled and customer-oriented IT Helpdesk / Desktop Support Engineer to provide technical support to global clients in an international support environment. The role involves handling inbound IT support requests, diagnosing technical issues, and providing effective remote troubleshooting for hardware, software, and network-related problems.

The ideal candidate will manage support tickets, ensure timely issue resolution within defined SLAs, and escalate complex technical issues when necessary. This position requires strong technical knowledge of desktop environments, excellent communication skills, and the ability to deliver high-quality support in a fast-paced, customer-focused environment.

Responsibilities

• Provide first-level technical support for hardware, software, and network-related issues.

• Handle inbound IT helpdesk calls from global clients and provide remote troubleshooting.

• Diagnose and resolve desktop operating system and application issues.

• Manage and update support tickets through the ITSM ticketing system.

• Ensure timely resolution of tickets within defined SLA timelines.

• Escalate unresolved or complex issues to higher-level technical teams.

• Provide support for Windows and MacOS systems.

• Troubleshoot Microsoft Office 365 applications (Outlook, Word, Excel, OneDrive, SharePoint).

• Assist users with email configuration, password resets, and account management.

• Support and troubleshoot printers and other peripheral devices.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
• 1–4 years of experience in IT Helpdesk / Desktop Support / Technical Support.
• Minimum 6 months of international voice support experience (mandatory).
• Strong knowledge of Windows and MacOS operating systems.
• Experience working with Microsoft Office 365 tools.
• Willingness to work in rotational shifts in an international support environment.

Skills

• Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Knowledge of IT ticketing systems and SLA management.
• Basic understanding of Active Directory, DNS, DHCP, VPN, RDP, and Windows Servers.
• Familiarity with network devices such as routers, switches, VLANs, and firewalls.
• Customer-focused approach with strong service orientation.
• Ability to work in a fast-paced global support environment.

Advantages

• Exposure to enterprise IT infrastructure environments.
• Experience with MDM tools, backup solutions, and virtualization platforms.
• Knowledge of antivirus and security tools.
• Opportunity to work with global clients and international technical support teams.
• Career growth opportunities in IT infrastructure and advanced technical support roles.