IT Support Technician – Technical Help Desk

About the role

We are looking for an IT Support Technician to provide first‑line technical assistance to our clients. You will diagnose software and hardware issues, guide users through solutions, and ensure a smooth resolution process.

Key responsibilities

• Research and identify solutions for software and hardware problems.
• Diagnose, troubleshoot, and resolve technical issues via phone, email or chat.
• Provide clear, step‑by‑step guidance and follow‑up on case resolution.
• Escalate unresolved issues to the appropriate internal teams.
• Log all incidents accurately and prioritize multiple open tickets.
• Prepare timely reports and document technical knowledge in notes and manuals.

Required profile

• Proven experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar.
• Strong understanding of computer systems, mobile devices and related tech products.
• Familiarity with remote desktop applications and help‑desk software.
• Excellent problem‑solving and communication abilities.
• Ability to deliver technical assistance both in writing and verbally.

Required skills

• Remote desktop applications
• Help‑desk software
• Software and hardware troubleshooting