Technical Help Desk & Remote Support Agent

Position Summary:

Delivers advanced client support by resolving complex technical issues, maintaining clear communication and documentation, and contributing to process and service improvements. This role bridges front-line support and escalation while ensuring a professional client experience.

Key Responsibilities: 

Resolve escalated technical issues related to hardware, software, and connectivity. 

Perform account and access management tasks, including onboarding, offboarding, and permissions adjustments. 

Act as a point of escalation for Technicians, providing guidance on complex cases and best practices. 

Collaborate with peers to analyze recurring issues and recommend process improvements. 

Maintain high-quality documentation of solutions and procedures. 

Provide expertise to enhance workflows and improve client satisfaction. 

Knowledge & Skills Requirements: 

Skilled at troubleshooting Windows OS, Microsoft 365, and remote access issues. 

Proficient in performing account and access management tasks with minimal supervision. 

Strong problem-solving abilities with capacity to resolve most technical issues independently. 

Excellent communication skills with accurate documentation practices. 

Understanding of escalation thresholds and service workflows.

Preferred Qualifications: 

2-5 years of service desk or technical support experience, or equivalent knowledge gained through training and certifications. 

Intermediate certifications: CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator. 

Actively pursuing further certifications or cross-training.