IT Support Engineer – Remote, Mid‑Shift

About the role

We are seeking a hands‑on, customer‑focused IT Support Engineer to join our global support team. The role is fully remote, works a mid‑shift schedule (Monday‑Friday), and requires at least three years of experience in help‑desk environments.

Key responsibilities

• Manage and resolve helpdesk tickets within agreed service levels.
• Handle escalations from first‑line support and client‑raised issues.
• Answer support calls, log incidents, and maintain accurate ticket documentation.
• Troubleshoot hardware, software, networking, and cloud‑related problems.
• Escalate complex issues to relevant teams or third‑party vendors.
• Provide proactive updates to customers throughout issue resolution.
• Collaborate with the wider Helpdesk team during high‑volume periods.

Required profile

• Minimum 3 years of experience in IT Support, Helpdesk, or Service Desk roles.
• Strong troubleshooting, critical‑thinking, and problem‑solving abilities.
• Excellent communication skills and the ability to work independently in a remote setting.
• Proactive, dependable, and highly customer‑oriented.

Required skills

• Windows OS and macOS.
• Microsoft Server environments.
• LAN, WAN, and Wi‑Fi networking.
• Active Directory (ADDS) and Azure AD.
• Office 365, Azure, Intune, Exchange Online, and email administration.
• Endpoint security tools: BitDefender, Microsoft Defender, SentinelOne.
• Familiarity with AI productivity tools such as Copilot and ChatGPT.