IT Support Technician – Remote

About the role

The IT Support Technician is the first point of contact for customers needing technical assistance via phone or email. Working remotely, you will troubleshoot hardware and application issues, manage tickets, and ensure high customer satisfaction while supporting O365, Citrix, cloud and server‑based enterprise products.

Key responsibilities

• Provide first‑line technical support through phone and email, performing remote diagnostics and guiding customers through solutions.
• Record incidents and resolutions in the ticketing system, manage ticket queues, and meet performance metrics.
• Escalate unresolved issues to higher‑level support and collaborate with team resources to close tickets efficiently.
• Support cloud‑based platforms and infrastructure, including O365 and Citrix environments.

Required profile

• Minimum 3 years of full‑time experience in a technology solutions environment.
• Excellent written and verbal communication skills.
• Strong decision‑making, problem‑solving, and organizational abilities.
• Ability to work quickly in a fast‑paced, remote setting.

Required skills

• Microsoft Office 365 (O365) and Windows 11.
• Citrix and cloud‑based enterprise platforms.
• Azure administration, Azure AD, SCCM, Intune, and virtualization technologies.
• Basic networking, command‑line usage, and PowerShell scripting.