This position plays a crucial role in ensuring uninterruptedIT services and solutions for global operations. The ideal candidate will havestrong technical expertise, effective communication skills, and the ability towork efficiently in a remote environment.

Key Responsibilities

• Incident Management: Respond promptly to servicedesk requests from international users, diagnose technical issues, and resolveincidents within agreed service levels across different time zones inaccordance with defined SLAs.
  
• Problem Resolution: Troubleshoot and resolvehardware, software, and network-related issues for desktops, laptops, mobiledevices, and other IT infrastructure remotely.
  
• Service Requests: Manage user requests for account management, access permissions, and system setups in accordance with defined SLAs.
  
• Ticketing System: Oversee the management ofincidents and problems, ensuring all user requests are managed through theglobal ticketing system.
  
• Documentation: Maintain detailed and accuratelogs of incidents, actions taken, and resolutions in the service desk system.
  
• User Training: Provide remote guidance andorientation to end-users on IT systems, tools, and processes.
  
• Escalation: Escalate unresolved issues to usersupport, onsite or infrastructure teams as needed.
  
• Proactive Monitoring: Monitor system performanceremotely, identify potential issues, and recommend solutions to ensure optimaloperation.
  
• Collaboration: Work closely with IT teams acrossdifferent regions to enhance service delivery and support processes.
  
• Perform troubleshooting to diagnose and resolveproblems (e.g., repair or replace parts, debugging, etc.) remotely.
  
• Provide orientation and training to users on howto operate new software and equipment.
  
• Install and configure appropriate software andfunctions according to global specification.
  
• Checking computer hardware (HDD, mouse,keyboards, etc.) remotely to ensure functionality.
  
•  Maintain records/logs of repairs, fixes, andmaintenance schedules for offshore users.
  

Qualifications & Skills

• Educational Background: Diploma or bachelor’sdegree in information technology, Computer Science, or a related field.
  
• Technical Expertise: Proficiency in remotetroubleshooting, Windows operating systems, Microsoft Office 365, and ITservice management tools.
  
• Certifications (preferred): ITIL Foundationcertification, CompTIA A+, or equivalent credentials.
  
• Problem-Solving Skills: Ability to analyzecomplex issues and recommend effective remote solutions.
  
• Communication: Strong English verbal and writtencommunication skills; ability to convey technical information effectively tonon-technical users across various regions.
  
• Customer Service: A proactive and empatheticapproach to addressing offshore user concerns and needs.
  
• Teamwork: Ability to collaborate efficientlywith global teams in a remote work environment.
  
• Flexibility: Adaptability to changingpriorities, time zones, and challenges in a dynamic offshore setup.
  

Working Conditions

•  Full-time remote position with flexible hours toaccommodate international time zones; may require occasional on-call support/travelto locations.
  
• Collaborative work environment with virtualtools and platforms to ensure effective communication and coordination.
  
• Opportunities for professional growth anddevelopment within IT department.