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 Technical Support Specialist to provide exceptional customer support and troubleshooting expertise. This fully remote role requires a problem-solver who can diagnose, resolve, and escalate technical issues while ensuring a high level of customer satisfaction.
The ideal candidate will have strong experience in IT support, troubleshooting, and customer service, with the ability to work across multiple systems and environments.
Key Responsibilities
- Provide first and second-line technical support via phone, email, and chat.
- Troubleshoot and resolve hardware, software, and network-related issues.
- Document issues, solutions, and customer interactions in a ticketing system (e.g., Zendesk, Jira, ServiceNow).
- Guide customers through troubleshooting steps and escalate complex issues to the appropriate teams.
- Assist in the installation, configuration, and maintenance of software applications and IT systems.
- Support Windows, macOS, mobile devices, and cloud-based services (Office 365, Google Workspace, etc.).
- Ensure timely resolution of technical problems while maintaining a high customer satisfaction rate.
- Create and update technical documentation, FAQs, and knowledge base articles.
- Stay up to date with new technologies, software updates, and best practices in IT support.
Required Skills & Experience
- 2+ years of experience in technical support, IT helpdesk, or customer service roles.
- Strong knowledge of Windows, macOS, and common software applications.
- Experience with troubleshooting networks, VPNs, and cloud-based platforms.
- Familiarity with ticketing systems and IT service management (ITSM) tools.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills in English (additional languages a plus).
- Ability to work independently and manage multiple support requests in a remote environment.
Nice to Have
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
- Experience with remote desktop tools (TeamViewer, AnyDesk, etc.).
- Basic scripting knowledge (PowerShell, Bash, or Python) for automation.
- Familiarity with cybersecurity best practices.
What We Offer
- Fully remote role with flexible working hours.
- Competitive salary based on experience.
- Professional development and certification support.
- A dynamic and collaborative work environment.
- Opportunity to work with cutting-edge technologies and global teams.
Application Process
Please submit your CV and a short cover letter highlighting your technical support experience. Shortlisted candidates will be invited for a technical assessment and interview.
If you're passionate about helping users solve technical challenges and thrive in a customer-facing role, we’d love to hear from you!
