Provide Tier 1 technical support to US-based client facilities. Troubleshoot Windows endpoints remotely and assist with Microsoft Intune/Autopilot enrollment and compliance checks. Perform routine Microsoft 365 administration.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
Job Summary
We are looking for an IT Help Desk Technician to provide Tier 1 remote technical support to US-based client facilities. This role goes beyond traditional Tier 1 support and requires hands-on working knowledge of Microsoft 365, Microsoft Entra ID (Azure AD), and Microsoft Intune from day one.
The position is fully remote, with no physical hardware handling, onsite facility access, or badge/asset work. You will support users remotely through phone, ticketing systems, and remote-support tools while escalating issues beyond Tier 1 scope to the System/Network Administration team.
Key Responsibilities
- Provide Tier 1 technical support through phone, helpdesk ticketing systems, and remote-support/RMM tools.
- Troubleshoot Windows endpoints remotely and assist with Microsoft Intune/Autopilot enrollment and compliance checks.
- Perform routine Microsoft 365 administration, including mailbox creation, license assignment, and group membership.
- Perform basic Microsoft Entra ID (Azure AD) administration, including password resets, MFA/security-information resets, and user/group management.
- Support user onboarding, offboarding, and account/access changes.
- Troubleshoot basic Microsoft Teams and SharePoint access and permission issues.
- Manage user-level VOIP configurations and extensions through the phone system's administrative console.
- Monitor ticket queues and routine alerts, ensuring timely resolution and appropriate escalation.
- Perform initial troubleshooting of patch- and driver-related incidents.
- Maintain knowledgebase articles, SOPs, and documentation for recurring technical procedures.
- Maintain IT asset records based on information provided by onsite staff.
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Qualifications
- 1–3 years of experience in Help Desk, Service Desk, or Desktop Support.
- Working knowledge of the Microsoft 365 Admin Center, including mailboxes, licenses, and groups.
- Working knowledge of Microsoft Entra ID (Azure AD), including user/group management and basic MFA concepts.
- Familiarity with Microsoft Intune device enrollment and compliance status.
- Knowledge of basic LAN/WAN, DNS, DHCP, and TCP/IP concepts.
- Comfortable troubleshooting and configuring Windows endpoints remotely without physical access.
- Excellent written and spoken English, with the ability to communicate technical solutions clearly to non-technical US-based users.
- Strong problem-solving, organizational, communication, and customer-service skills.
- Reliable high-speed internet connection and a quiet, dedicated home-office setup.
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Preferred Qualifications
- Experience supporting US-based users in an offshore/BPO Help Desk environment.
- Experience supporting multi-site or 24/7 operations, preferably in a manufacturing environment.
- CompTIA A+, Network+, or Security+ certification.
- Microsoft MS-900 or AZ-900 certification.
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