Key skills
CommunicationRemote WorkFirewall
About this role
Role Overview
- Perform password resets
- Assist with MFA/2FA setup
- Resolve account lockouts
- Create new user accounts using predefined templates
- Deactivate user access during offboarding
- Monitor IT support email and Slack channels
- Acknowledge and categorize incoming requests
- Provide first-line troubleshooting support
- Follow up on pending tickets
- Escalate complex or configuration-related issues to senior IT
- Send platform invitations (Google Workspace, Slack, Hubstaff, etc.)
- Confirm system access prior to training start
- Execute onboarding checklists
- Remove system access during offboarding
- Resolve login and access issues
- Perform browser troubleshooting (cache, extensions, profiles)
- Provide basic VPN connectivity support (installation guidance, login assistance, connection troubleshooting)
- Escalate VPN configuration, firewall, or infrastructure-related issues to senior IT
- Assist with general connectivity troubleshooting (internet checks, speed tests)
- Troubleshoot headsets, microphones, and cameras
- Update IT trackers and resource logs
- Maintain organized documentation
Requirements
- At least 1 year of experience in IT support, helpdesk, or technical support
- Strong written and verbal English communication skills
- Comfortable working in a fully remote environment
- Reliable high-speed internet connection
- Strong attention to detail
- Ability to follow structured processes and SOPs
- Highly responsive and organized
- Ability to work U.S. Eastern Time
- Preferred
- Experience supporting remote teams
- Familiarity with Google Workspace and Hubstaff
- Experience in a BPO or call center environment
Benefits
- No Hidden Fees or Deductions – Your earnings are net income
- 100% Remote Work – Work from anywhere and say goodbye to long commutes, expensive meals, and gas costs.
- Paid Time Off & Double-Pay Holidays – Recharge, relax, and enjoy well-earned breaks while getting rewarded if you work on holidays.
- Monthly Medical Aid Bonus – We contribute to your healthcare needs.
- Career Growth & Merit Increases – Short-term growth opportunities for overachievers, with performance-based raises.
- A Supportive & Collaborative Culture – Work in an environment that values strategy, innovation, and meaningful relationships .