Information Technology Support Technician

We’re looking for a proactive and customer-focused Support Technician to join our fast-paced FLR (First Line Response) team. Supporting an international customer base, you’ll play a key role in delivering high-quality technical assistance, managing tickets efficiently, and ensuring an exceptional service experience for all end users.

If you excel in troubleshooting, love problem-solving, and deliver outstanding customer service, we’d love to hear from you.

🔧 What You’ll Be Doing

• Manage and monitor ticket queues, ensuring all customer requests are handled promptly.
• Triage, route, and troubleshoot inbound support tickets to achieve swift, effective resolutions.
• Provide technical support across business software applications, including Microsoft Office.
• Administer user account provisioning and access control.
• Log calls, provide basic technical support, and proactively follow up on open tickets.
• Own and manage tickets throughout their lifecycle in line with the ITIL framework .
• Deliver clear, timely updates to customers via phone and email.
• Perform capability gap analysis and contribute to continual service improvements.
• Ensure all work is completed within defined SLAs to maintain high service standards.
• Collaborate effectively with the wider FLR and technical teams.

🌍 Role Scope

You’ll support an international customer base and operate in a dynamic environment that requires adaptability, strong communication, and excellent customer service skills.

🛠️ What You’ll Bring

• Proven knowledge of computer systems, hardware, and software fundamentals.
• Strong support skills across Microsoft products , including:
• Windows 10 (deployment & support)
• Office 365 (user & group management)
• Active Directory (user account creation, distribution/security groups)
• Ability to configure devices such as printers and other peripherals within Windows OS.
• Basic understanding of Azure services.
• Experience with device OS installation, re-imaging, and cross-platform troubleshooting (ping, traceroute, etc.).
• Familiarity with ITIL best practices and tools such as ServiceNow .
• Excellent customer service, call handling, and communication skills.
• Strong incident management and hardware/software troubleshooting capabilities.