IT Support

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.

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.

• 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.