Information Technology Help Desk

**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.* Burimi: https://al.linkedin.com/jobs/view/information-technology-help-desk-at-shortcut-4398482543

Niveli: mid level