Level 1/2 Help Desk / Managed Service Technician

About the role

This position offers a career‑growth opportunity for a technical support professional who enjoys solving a variety of IT issues for business customers. You will provide remote assistance, handle ticket queues, and ensure smooth operation of users' hardware and software.

Key responsibilities

• Deliver service and support to end users via remote sessions, phone calls, and ticketing system.
• Respond to customer inquiries, troubleshoot printers, scanners, email clients, connectivity and domain‑join issues.
• Follow standard processes, document issues and resolutions, and create customer‑specific guides.
• Identify, prioritize and escalate critical incidents and route tickets to appropriate resources.

Required profile

• Excellent written and spoken English.
• Ability to handle 20–30 tickets per shift, work independently and learn quickly.
• Reliable, self‑motivated, proactive and service‑oriented.
• Previous experience in a 24/7 NOC, help desk or call centre, preferably working Pacific Time (12 PM‑9 PM PST).

Required skills

• Microsoft Office (Word, Excel, Outlook) and Adobe PDF.
• Microsoft 365 administration and Google Workspace.
• Windows Server, domain controllers and Active Directory.
• Printers, scanners and basic networking principles.
• Fundamental knowledge of operating systems, including macOS.

What we offer

• Permanent, full‑time contract.
• Opportunities for career advancement and skill development.
• Work alongside experienced, highly skilled professionals.