Customer Support and IT Helpdesk Specialist (Remote)

About the role

We are seeking a Customer Support and IT Helpdesk Specialist to provide internal technical assistance to employees in a fully remote environment. The role involves troubleshooting hardware, software, and procedural issues, maintaining internal systems, and ensuring a high‑quality support experience for the whole organization.

Key responsibilities

• Respond promptly to employee queries via email and chat, delivering accurate and professional assistance.
• Diagnose and resolve technical problems on Windows and macOS platforms, as well as common SaaS applications.
• Reproduce and document product malfunctions, escalating complex issues to engineering when needed.
• Maintain and update internal knowledge bases and databases with solutions and workarounds.
• Communicate new feature releases and changes, providing training and guidance to staff.
• Collect employee feedback and share insights with operations and IT leadership.
• Assist in onboarding and training junior support and helpdesk team members.

Required profile

• Proven experience in a customer support, IT helpdesk, or similar technical assistance role.
• Strong familiarity with both Windows and macOS operating systems.
• Experience with general IT administration tasks such as user provisioning, account access management, and multi‑factor authentication.
• Hands‑on experience using ticketing and help‑desk platforms (e.g., Jira Service Management, Zendesk, Freshservice, ServiceNow).

Required skills

• Windows operating system
• macOS operating system
• SaaS platform support
• Jira Service Management
• Zendesk
• Freshservice
• ServiceNow
• User provisioning and MFA administration