Customer Support & IT Helpdesk Specialist (Remote)

About the role

We are seeking a Customer Support and IT Helpdesk Specialist to provide remote assistance to internal employees. The role involves troubleshooting technical issues, guiding users on software features, and maintaining internal knowledge bases, all within a fully remote environment.

Key responsibilities

• Respond to employee queries via email and chat promptly and professionally.
• Identify user needs, guide feature usage, and resolve technical problems on Windows and macOS.
• Analyze, reproduce, and report product malfunctions, escalating to engineering when needed.
• Maintain and update internal databases and knowledge bases with issue resolutions.
• Communicate feature updates and conduct release training for employees.
• Follow up to ensure issues are fully resolved and gather feedback for IT leadership.
• Assist in training junior support and helpdesk team members.

Required profile

• Proven experience as a Customer Support Specialist, IT Helpdesk Specialist, or similar role.
• Strong familiarity with both Windows and macOS operating systems.
• Experience with general IT administration tasks such as user provisioning, account access, and multi‑factor authentication.
• Experience using help‑desk and ticketing platforms.

Required skills

• Windows OS
• macOS
• User provisioning and account management
• Multi‑factor authentication (MFA)
• Jira Service Management
• Zendesk
• Freshservice
• ServiceNow