About the role
This role provides first-line remote technical support to end users around the world, ensuring timely resolution of IT issues and a high-quality support experience. Working within a regional service delivery team, you will help deliver reliable service desk operations across US and Asia time zones, maintain system uptime, and support business continuity through efficient incident handling, request fulfillment, and knowledge management. You will be a primary point of contact for day-to-day technical inquiries, owning tickets end-to-end and helping drive continuous improvement of support documentation and self-service capabilities across the organization, while supporting overall service desk performance metrics.
What You'll Do
- Act as the primary interface for end users, handling technical inquiries and providing clear, professional support across phone, email, and ticketing channels
- Own tickets end-to-end, performing remote troubleshooting, root-cause diagnosis, and resolution in line with SLA and KPI expectations
- Fulfill standard service requests such as software installation, configuration, and device setup, following defined procedures
- Install, modify, and maintain end-user computer hardware and software as requested
- Develop and maintain SOPs, training materials, and knowledge base articles to support continuous service improvement
- Support IT asset and configuration management, ensuring accurate records of the end-user computing environment
- Monitor and manage ticket backlogs, driving prompt progression and closure of open requests
Core Essentials
- Diploma or degree in IT, Computer Science, or a related field preferred
- 1–3 years of experience in IT support, service desk, or helpdesk roles
- Solid understanding of Windows OS, Microsoft 365, and common enterprise applications
- Working experience with ITSM or ticketing systems such as ServiceNow, Jira, Xurrent, or BMC
- Working knowledge of computer hardware, endpoint support, and basic networking concepts
- Business-fluent English (read, write, verbal)
- Willingness to work a night-shift schedule aligned to US business hours
Bonus Skills
- ITIL 4 Foundation, CompTIA A+, or CompTIA Network+ certification
- Additional Microsoft or Cisco (CCNA) certifications
- Strong customer-handling track record that may support consideration for a more senior scope