About Us
Halr Tech Group is a technology-driven recruitment firm, seamlessly blending innovation with industry expertise. We specialise in identifying top-tier talent across IT, tech, engineering, and sales, ensuring the perfect fit between professionals and leading companies.
Role Overview
We are seeking a Help Desk Technician to provide exceptional IT support across the Asia-Pacific & Japan (APJ) region. This role is fully remote, requiring a customer-focused individual with strong problem-solving skills and a deep understanding of IT troubleshooting.
The ideal candidate will have experience in technical support, IT service management (ITSM), and remote assistance, ensuring smooth operations for end-users.
Key Responsibilities
- Provide first-line technical support to end-users across the APJ region via phone, email, and chat.
- Diagnose and troubleshoot hardware, software, and network issues.
- Log and manage service requests using an ITSM ticketing system.
- Escalate complex issues to the appropriate teams and follow up to ensure resolution.
- Assist with system installations, configurations, and updates.
- Support Office 365, Windows, macOS, VPNs, Active Directory, and cloud-based applications.
- Maintain detailed documentation of issues, troubleshooting steps, and resolutions.
- Work collaboratively with global IT teams to ensure service consistency.
- Educate end-users on best practices and preventive measures.
Required Skills & Experience
- 2+ years of experience in IT support, help desk, or technical troubleshooting.
- Strong knowledge of Windows, macOS, Office 365, Active Directory, and VPN troubleshooting.
- Familiarity with ticketing systems (ServiceNow, Zendesk, JIRA, etc.).
- Excellent customer service and communication skills in English (additional APJ languages a plus).
- Ability to diagnose and resolve hardware, software, and network issues efficiently.
- Understanding of remote desktop tools and cloud-based applications.
- Strong time management skills to handle multiple tickets in a fast-paced environment.
- Availability to work within APJ time zones and provide support across multiple regions.
Nice to Have
- Experience with ITIL framework or ITSM certifications.
- Basic scripting knowledge (PowerShell, Bash, or Python) for automation.
- Familiarity with endpoint security tools and cybersecurity best practices.
- Previous experience supporting international teams in a remote setting.
What We Offer
- Fully remote role with flexible working hours.
- Competitive salary based on experience.
- Training and career development opportunities.
- Exposure to cutting-edge IT support technologies.
- A collaborative and dynamic work environment.
Application Process
Please submit your CV and a short cover letter highlighting your relevant experience. Shortlisted candidates will undergo a technical assessment and interview.
If you are passionate about IT support and helping users across the APJ region, we encourage you to apply!
