Job Summary

HR Talent Solutions is seeking a proactive and customer-focused Remote IT Help Desk – Level 1 professional to provide first-line technical support to our global user base. The ideal candidate will serve as the initial point of contact for IT-related inquiries, ensuring timely resolution of technical issues while delivering an exceptional support experience. This role is well-suited for individuals who are detail-oriented, eager to learn, and passionate about technology and customer service.

Key Responsibilities

• Provide first-level technical support via email, chat, and phone to end users worldwide.

• Troubleshoot and resolve common hardware, software, network, and access issues.

• Log, track, and manage incidents and service requests using the ticketing system.

• Escalate complex or unresolved issues to Level 2/3 support teams as appropriate.

• Guide users through step-by-step solutions in a clear and professional manner.

• Assist with account provisioning, password resets, and basic system configurations.

• Maintain accurate documentation of issues, resolutions, and knowledge base articles.

• Monitor system alerts and respond to service interruptions promptly.

• Follow established ITIL processes and service desk best practices.

• Contribute to continuous improvement of support procedures and user satisfaction.

Required Skills and Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

• Strong understanding of basic IT concepts, operating systems, and networking fundamentals.

• Familiarity with Windows and/or macOS environments.

• Experience with ticketing tools (e.g., ServiceNow, Zendesk, Jira Service Management) is preferred.

• Excellent verbal and written communication skills in English.

• Strong customer service orientation with a problem-solving mindset.

• Ability to multitask and manage priorities in a fast-paced environment.

• Reliable high-speed internet connection and suitable remote workspace.

Experience

• 0–2 years of experience in IT support, service desk, or help desk roles.

• Fresh graduates with relevant internships or certifications are encouraged to apply.

• Exposure to global or remote support environments is an advantage.

• Basic knowledge of Active Directory, Office 365, or Google Workspace is preferred.

Working Hours

• Fully remote role.

• Flexible shifts to support global operations (may include evenings, weekends, or rotational shifts).

• Full-time position with standard weekly hours as per company policy.

Knowledge, Skills, and Abilities

• Foundational knowledge of IT troubleshooting methodologies.

• Understanding of networking basics (DNS, DHCP, VPN concepts).

• Ability to follow standard operating procedures and SLAs.

• Strong analytical thinking and attention to detail.

• Professional phone etiquette and user empathy.

• Ability to work independently while collaborating with distributed teams.

• Willingness to continuously learn new technologies and tools.

Benefits

• Competitive salary package.

• Remote work flexibility.

• Paid time off and holidays.

• Professional development and certification support.

• Global exposure and cross-functional collaboration.

• Employee assistance and wellness programs.

• Opportunities for career growth within IT support and infrastructure teams.

Why Join

At HR Talent Solutions, we foster a supportive and inclusive remote culture where innovation and learning are encouraged. You will gain hands-on experience supporting a global user base, build strong technical foundations, and work alongside experienced IT professionals. This role offers an excellent entry point into a long-term IT career path with clear advancement opportunities.

How to Apply

Interested candidates should submit their updated resume along with a brief cover letter highlighting their technical skills and customer support experience. Qualified applicants will be contacted for the next steps in the selection process.