Job Summary

Global MNC Tech is seeking a motivated and customer-focused Remote IT Help Desk – Level 1 professional to join our Global Support Hub. This role is the first point of contact for internal employees and external clients who require technical assistance. You will play a critical role in ensuring smooth IT operations by providing timely support, troubleshooting common technical issues, and escalating complex problems to higher-level teams.

This position is ideal for individuals who are passionate about technology, enjoy solving problems, and want to build a long-term career in IT support within a global, fast-paced, and remote-first environment.

Key Responsibilities

• Serve as the first line of support for IT-related issues via ticketing system, email, chat, and phone.

• Diagnose and resolve basic hardware, software, network, and system issues.

• Provide support for operating systems (Windows, macOS, basic Linux).

• Assist users with account setup, password resets, VPN access, and email configuration.

• Troubleshoot issues related to Microsoft 365, Google Workspace, and common business applications.

• Document incidents, solutions, and processes in the knowledge base.

• Escalate unresolved or complex issues to Level 2/3 support teams.

• Monitor system alerts and respond to incidents proactively.

• Maintain high customer satisfaction through professional communication and service.

• Follow ITIL-based support processes and SLAs.

Required Skills and Qualifications

• Strong understanding of basic IT concepts and troubleshooting methodologies.

• Familiarity with Windows and macOS operating systems.

• Basic knowledge of networking (DNS, DHCP, TCP/IP, VPN).

• Experience using ticketing systems (ServiceNow, Zendesk, Freshdesk, or similar).

• Good understanding of Microsoft Office / Microsoft 365 tools.

• Excellent verbal and written communication skills in English.

• Strong problem-solving and analytical skills.

• Customer-oriented mindset with patience and empathy.

• Ability to work independently in a remote environment.

Experience

• 0–2 years of experience in IT Support, Service Desk, or Help Desk roles.

• Fresh graduates with relevant internships or certifications are encouraged to apply.

• Prior experience in a global or remote support environment is a plus.

Working Hours

• Full-time, remote position.

• Rotational shifts to support global users (24/7 environment).

• Weekend and holiday shifts may be required as part of rotation.

• Typical shifts: 8–9 hours per day, 5 days a week.

Knowledge, Skills and Abilities

• Ability to quickly learn new systems, tools, and technologies.

• Strong time management and multitasking skills.

• Ability to prioritize incidents based on urgency and impact.

• High attention to detail and documentation skills.

• Professional attitude with strong ethics and confidentiality awareness.

• Adaptability to work with diverse global teams and cultures.

Benefits

• 100% remote work with global exposure.

• Competitive salary and performance-based incentives.

• Health insurance and wellness programs.

• Paid training and certification support.

• Career growth opportunities into Level 2, System Admin, or IT Operations roles.

• Paid time off, sick leave, and flexible scheduling options.

• Access to modern tools, learning platforms, and mentorship.

Why Join Global MNC Tech?

At Global MNC Tech, we believe in empowering our employees with the right tools, training, and opportunities to succeed. You will be part of a global organization that values innovation, collaboration, and continuous learning. This role offers an excellent entry point into the IT industry with a clear career progression path, exposure to international clients, and a strong culture of support and development.

If you are passionate about technology and want to grow your IT career in a remote-first, global company, this is the perfect opportunity for you.

How to Apply

Interested candidates should submit their updated resume along with a brief cover letter highlighting their interest in IT support and relevant skills. Shortlisted candidates will be contacted for an initial virtual interview followed by a technical assessment.