Job Description

Key Responsibilities:

Provide first line IT support by responding promptly to user queries via remote channels (email, chat, or phone). Assist with installation and troubleshooting of Windows 11 operating systems. Support internal users with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and troubleshoot common issues. Help with user account management tasks such as onboarding, password resets, and user access within Microsoft 365 and Azure Entra ID. Help with mobile device management and endpoint support (smartphones, laptops, etc.), including basic troubleshooting and setup. Log, track, and close helpdesk tickets, ensuring all issues are recorded and communicated clearly for resolution. Escalate more complex issues to senior IT staff when needed, ensuring time follow-up and resolution. Maintain a clear and professional communication style when assisting users, keeping them informed of progress and solutions.
Required Skills & Qualifications:

Approximately 1 year of IT support experience (e.g., internship, service desk, or junior role). Basic understanding of Windows environments, particularly Windows 11 and familiarity with Microsoft 365 applications (e.g., Outlook, Teams, Word, Excel). Knowledge of basic networking concepts (IP, DNS, DHCP) is an asset. Exposure to Azure Entra ID (user management) is a plus. Experience with remote support tools (e.g., AnyDesk, Quick Assist) is beneficial. A CompTIA A+ certification (or actively working toward it) is an advantage but not required. Strong troubleshooting and critical thinking skills, with a willingness to learn new technologies and improve technical expertise.
Personal Attributes:

Strong willingness to learn and grow in the IT support field. Friendly, approachable, and user-focused, with a passion for helping others. Good time management and prioritisation skills, able to manage multiple tasks effectively. Ability to stay calm under pressure, maintaining professionalism while managing user inquiries and issues. Self-motivated and able to work independently, as well as collaboratively within a collaborative environment.
Job Type: Full-time

Application Question(s):

Do you have a basic understanding of networking concepts such as IP, DNS, and DHCP? Do you currently hold a CompTIA A+ certification, or are you actively working toward it? Are you willing and able to work hours aligned to North American time zones (e.g., PST or EST)? Briefly describe a technical issue you resolved that required troubleshooting and problem-solving.
Experience:

IT support: 1 year (Required) working with Windows 10 or 11: 1 year (Required) Microsoft 365 applications : 1 year (Required) Azure Entra ID (user management): 1 year (Required)
Work Location: Remote