IT Support Technician (Remote)

About the role

We are seeking an IT Support Technician to join our remote service desk team. The role involves being the first point of contact for clients, diagnosing and resolving technical issues while delivering a professional and positive support experience.

Key responsibilities

• Receive and triage client support requests via phone, email and ticketing system.
• Provide prompt remote assistance and resolve first‑line technical problems.
• Support Microsoft 365, Entra ID (Azure AD), Intune MDM, Windows devices and general IT queries.
• Escalate complex issues to internal specialist teams.
• Maintain accurate ticket logs, prioritize requests and follow up to ensure resolution.
• Communicate status updates to clients throughout the support process.

Required profile

• Excellent spoken and written English.
• Strong customer‑service mindset and professional attitude.
• Experience in a 1st‑line IT support role.
• Ability to stay calm under pressure and manage multiple requests.

Required skills

• Microsoft 365 administration.
• Entra ID (Azure Active Directory) management.
• Intune Mobile Device Management.
• Microsoft Windows operating system.
• Fundamental networking concepts.
• Endpoint management and common IT systems troubleshooting.