Remote IT Help Desk Support

About the role

Mavra Tech is looking for a remote Information Technology Help Desk Support professional to provide first‑level technical assistance to internal teams and external clients. The position involves responding to requests through phone, email and ticketing systems, diagnosing hardware, software and network problems, and maintaining a high standard of IT service delivery.

Key responsibilities

• Provide first‑line support via phone, email and ticketing platforms.
• Diagnose and resolve hardware, software and network‑related incidents.
• Monitor support queues, prioritize tickets and ensure timely resolution.
• Escalate complex issues to senior IT teams when necessary.
• Document solutions and create knowledge‑base articles.
• Manage user accounts, perform basic network and security checks.
• Coordinate with other IT groups to guarantee consistent and reliable service.

Required profile

• Strong fundamentals in Information Technology, including operating systems, hardware and enterprise applications.
• Experience in network administration and basic network security.
• Advanced troubleshooting abilities to identify root causes and implement fixes.
• Excellent customer‑service skills with clear communication and patience.
• Relevant certifications such as CompTIA A+, Network+ or equivalent.
• Ability to work independently in a remote environment, manage priorities and keep accurate documentation.
• Associate or bachelor’s degree in IT, Computer Science or related field, or equivalent practical experience.

Required skills

• Windows, macOS and Linux operating systems.
• Hardware troubleshooting.
• Ticketing systems and ITIL‑based processes.
• Network administration and basic network security.
• User account management.
• Microsoft tools and certifications (mandatory).
• Remote desktop and support utilities.