Information Technology Help Desk
Përshkrimi
**IT Helpdesk Technician (Level 1 & 2)**
**We are a growing Managed Service Provider (MSP) looking for a motivated IT Helpdesk Technician to join our overnight support team. You will be the first and second line of defense for our clients, resolving technical issues efficiently and professionally.**
**Schedule**
**Schedule:**
Monday – Friday,
**9:00 PM – 6:00 AM**
(Night Shift)
**Language Requirement**
**English Proficiency:**
Strong written and spoken
**English**
is mandatory. You will be communicating directly with English-speaking clients via phone, email, and chat on a daily basis.
**Responsibilities**
**· Serve as the first point of contact for client IT support requests via phone, email, and ticketing system**
**· Diagnose and resolve hardware, software, and network issues for end users (Level 1 & 2)**
**· Troubleshoot Windows OS, Microsoft 365, Active Directory, and common business applications**
**· Manage and resolve tickets within SLA timeframes using PSA tools (e.g., ConnectWise, Autotask, HaloPSA)**
**· Remotely access and support client workstations using RMM tools (e.g., NinjaRMM, Datto, N-able)**
**· Perform basic network troubleshooting including DNS, DHCP, VPN, and connectivity issues**
**· Escalate complex issues to senior engineers when appropriate, with thorough documentation**
**· Assist with user onboarding/offboarding, password resets, MFA setup, and account management**
**· Document all work performed clearly and accurately in the ticketing system**
**· Monitor client infrastructure alerts and respond proactively to prevent downtime**
**Requirements**
**· 1–3 years of IT helpdesk or technical support experience, preferably in an MSP environment**
**· Solid understanding of Windows 10/11, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)**
**· Experience with Active Directory / Azure AD user and group management**
**· Familiarity with PSA and RMM tools**
**· Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, firewalls**
**· Experience with backup solutions (e.g., Veeam, Datto, Acronis) is a plus**
**· Knowledge of cybersecurity best practices (MFA, endpoint protection, phishing awareness)**
**· Strong written and spoken English — non-negotiable**
**· Ability to work independently and manage multiple tickets simultaneously during overnight hours**
**· Reliable internet connection and a quiet, professional work environment**
**Nice to Have**
**· CompTIA A+, Network+, or Microsoft certifications**
**· Experience supporting Canadian or North American clients**
**· Familiarity with macOS support**
**· Basic scripting knowledge (PowerShell)**
**What We Offer**
**· Competitive salary based on experience**
**· Stable, long-term remote position**
**· Exposure to a diverse range of MSP clients and technologies**
**· Supportive team environment with room to grow**
*To apply, please send your CV and a brief cover letter in English.*
**We are a growing Managed Service Provider (MSP) looking for a motivated IT Helpdesk Technician to join our overnight support team. You will be the first and second line of defense for our clients, resolving technical issues efficiently and professionally.**
**Schedule**
**Schedule:**
Monday – Friday,
**9:00 PM – 6:00 AM**
(Night Shift)
**Language Requirement**
**English Proficiency:**
Strong written and spoken
**English**
is mandatory. You will be communicating directly with English-speaking clients via phone, email, and chat on a daily basis.
**Responsibilities**
**· Serve as the first point of contact for client IT support requests via phone, email, and ticketing system**
**· Diagnose and resolve hardware, software, and network issues for end users (Level 1 & 2)**
**· Troubleshoot Windows OS, Microsoft 365, Active Directory, and common business applications**
**· Manage and resolve tickets within SLA timeframes using PSA tools (e.g., ConnectWise, Autotask, HaloPSA)**
**· Remotely access and support client workstations using RMM tools (e.g., NinjaRMM, Datto, N-able)**
**· Perform basic network troubleshooting including DNS, DHCP, VPN, and connectivity issues**
**· Escalate complex issues to senior engineers when appropriate, with thorough documentation**
**· Assist with user onboarding/offboarding, password resets, MFA setup, and account management**
**· Document all work performed clearly and accurately in the ticketing system**
**· Monitor client infrastructure alerts and respond proactively to prevent downtime**
**Requirements**
**· 1–3 years of IT helpdesk or technical support experience, preferably in an MSP environment**
**· Solid understanding of Windows 10/11, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)**
**· Experience with Active Directory / Azure AD user and group management**
**· Familiarity with PSA and RMM tools**
**· Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, firewalls**
**· Experience with backup solutions (e.g., Veeam, Datto, Acronis) is a plus**
**· Knowledge of cybersecurity best practices (MFA, endpoint protection, phishing awareness)**
**· Strong written and spoken English — non-negotiable**
**· Ability to work independently and manage multiple tickets simultaneously during overnight hours**
**· Reliable internet connection and a quiet, professional work environment**
**Nice to Have**
**· CompTIA A+, Network+, or Microsoft certifications**
**· Experience supporting Canadian or North American clients**
**· Familiarity with macOS support**
**· Basic scripting knowledge (PowerShell)**
**What We Offer**
**· Competitive salary based on experience**
**· Stable, long-term remote position**
**· Exposure to a diverse range of MSP clients and technologies**
**· Supportive team environment with room to grow**
*To apply, please send your CV and a brief cover letter in English.*
Location: Tirana, Tirane, Albania
Apply here: https://al.linkedin.com/jobs/view/information-technology-help-desk-at-shortcut-4398482543
Specifikimet
Lloji i Punësimit
Kohë e plotë
Niveli i Përvojës
Mesatar
Puna në Distancë
Jo
Periudha e Pagës
Mujore
Metoda e Aplikimit
Website
URL për Aplikim
https://al.linkedin.com/jobs/view/information-technology-help-desk-at-shortcut-4398482543
Kërkohet CV
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Informacioni i shitësit
Admin User
Anëtar që nga: 2025
