This position plays a crucial role in ensuring uninterrupted
IT services and solutions for global operations. The ideal candidate will have
strong technical expertise, effective communication skills, and the ability to
work efficiently in a remote environment.

Key Responsibilities

• 
  Incident Management: Respond promptly to service
  desk requests from international users, diagnose technical issues, and resolve
  incidents within agreed service levels across different time zones in
  accordance with defined SLAs.
• 
  Problem Resolution: Troubleshoot and resolve
  hardware, software, and network-related issues for desktops, laptops, mobile
  devices, and other IT infrastructure remotely.
• 
  Service
  Requests: Manage user requests for account management, access
  permissions, and system setups in accordance with defined SLAs.
• 
  Ticketing System: Oversee the management of
  incidents and problems, ensuring all user requests are managed through the
  global ticketing system.
• 
  Documentation: Maintain detailed and accurate
  logs of incidents, actions taken, and resolutions in the service desk system.
• 
  User Training: Provide remote guidance and
  orientation to end-users on IT systems, tools, and processes.
• 
  Escalation: Escalate unresolved issues to user
  support, onsite or infrastructure teams as needed.
• 
  Proactive Monitoring: Monitor system performance
  remotely, identify potential issues, and recommend solutions to ensure optimal
  operation.
• 
  Collaboration: Work closely with IT teams across
  different regions to enhance service delivery and support processes.
• 
  Perform troubleshooting to diagnose and resolve
  problems (e.g., repair or replace parts, debugging, etc.) remotely.
• 
  Provide orientation and training to users on how
  to operate new software and equipment.
• 
  Install and configure appropriate software and
  functions according to global specification.
• 
  Checking computer hardware (HDD, mouse,
  keyboards, etc.) remotely to ensure functionality.
• 
  Maintain records/logs of repairs, fixes, and
  maintenance schedules for offshore users.

Qualifications & Skills

• 
  Educational Background: Diploma or bachelor’s
  degree in information technology, Computer Science, or a related field.
• 
  Technical Expertise: Proficiency in remote
  troubleshooting, Windows operating systems, Microsoft Office 365, and IT
  service management tools.
• 
  Certifications (preferred): ITIL Foundation
  certification, CompTIA A+, or equivalent credentials.
• 
  Problem-Solving Skills: Ability to analyze
  complex issues and recommend effective remote solutions.
• 
  Communication: Strong English verbal and written
  communication skills; ability to convey technical information effectively to
  non-technical users across various regions.
• 
  Customer Service: A proactive and empathetic
  approach to addressing offshore user concerns and needs.
• 
  Teamwork: Ability to collaborate efficiently
  with global teams in a remote work environment.
• 
  Flexibility: Adaptability to changing
  priorities, time zones, and challenges in a dynamic offshore setup.

Working Conditions

• 
  Full-time remote position with flexible hours to
  accommodate international time zones; may require occasional on-call support/travel
  to locations.
• 
  Collaborative work environment with virtual
  tools and platforms to ensure effective communication and coordination.
• 
  Opportunities for professional growth and
  development within IT department.