L1 Service Desk Technician - Remote

Overview

Are you looking to start or advance your career in IT support? Let’s chat and see if we are a good match!

In Short

• Support a major hospitality and retail client as the first point of contact.
• Provide 24×7 remote support with a focus on customer service.
• Handle technical support requests via phone, email, and self-service portal.
• Perform password resets and basic user account maintenance.
• Troubleshoot Windows/macOS computers and common M365 applications.
• Document support interactions in ManageEngine ServiceDesk Plus.
• Participate in a 24×7×365 on-call rotation.
• Maintain SLA compliance for response times.
• Assist with basic troubleshooting for POS systems and network connectivity.
• Contribute to achieving team CSAT target of =4/5.

Requirements

• 1-2 years of experience in technical support or customer service.
• Strong customer service orientation with excellent phone etiquette.
• Excellent verbal and written communication skills in English.
• Ability to work flexible shifts including nights, weekends, and holidays.
• Basic computer literacy and eagerness to learn new technologies.
• Must be authorized to work in the United States.
• Comfort with ticketing systems and documentation practices.
• Basic understanding of Active Directory for password resets.
• Ability to remain calm under pressure.
• Willingness to learn and use remote support tools.

Benefits

• Ongoing learning and development opportunities.
• Competitive salaries and health benefits.
• Flexible work arrangements.
• A supportive and virtue-centered team environment.
• Opportunities for career advancement.