Working Hours: 12-hour rotating shift
- Day Shift: 8:00 AM - 8:00 PM
- Night Shift: 8:00 PM - 8:00 AM
- Schedule: 2 days work / 2 days off
Job Responsibilities
- Provide Level 2 technical support and act as an escalation point for Level 1 Service Desk issues.
- Diagnose and resolve technical issues remotely within the defined Service Level Agreement (SLA).
- Deliver remote technical support.
- Troubleshoot and resolve software installation and upgrade issues through Software Center / CCMCache.
- Support users with Microsoft 365 (M365) account issues, including access, sign-in, and general usage.
- Generate logs, screenshots, and diagnostic information for escalation to third-party vendors when required.
- Troubleshoot basic network connectivity issues affecting user systems.
- Collaborate with team members to share knowledge and improve troubleshooting processes.
Requirements
- Minimum 2 years of relevant experience in:
- Desktop Support
- IT Remote Support
- IT Service Desk
- Experience supporting enterprise users remotely.
- Familiarity with Microsoft 365, Windows environment, and remote troubleshooting tools.
- Ability to work 12-hour rotating shifts (day and night).
