Job Summary

Global MNC Tech is seeking a highly motivated and customer-focused Remote IT Help Desk (Level 1) professional to join our Global Enterprise Support team. This role is ideal for individuals who are passionate about technology, problem-solving, and delivering excellent user support in a fast-paced international environment.

As a Level 1 IT Help Desk Analyst, you will serve as the first point of contact for internal users and clients, providing technical assistance, troubleshooting basic IT issues, and ensuring smooth day-to-day IT operations. You will play a critical role in maintaining productivity across the organization by resolving technical problems efficiently and escalating complex issues when required.

Key Responsibilities

• Act as the first point of contact for IT-related queries via phone, email, chat, or ticketing systems.

• Provide technical support for hardware, software, network, and system issues.

• Diagnose and troubleshoot common IT problems (Windows/Mac OS, printers, VPN, email, applications).

• Log, track, and manage incidents and service requests using ITSM tools.

• Resolve issues within defined Service Level Agreements (SLAs).

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

• Assist users with password resets, account access, and basic system configurations.

• Guide users through step-by-step solutions in a clear and professional manner.

• Maintain accurate documentation of issues, solutions, and procedures.

• Ensure high levels of customer satisfaction and service quality.

Required Skills and Qualifications

• Bachelors degree or diploma in Information Technology, Computer Science, or related field (or equivalent experience).

• Strong understanding of basic IT concepts: operating systems, networks, hardware, and applications.

• Proficiency in Windows and/or macOS environments.

• Familiarity with Microsoft 365, Active Directory, VPN, and remote desktop tools.

• Excellent verbal and written communication skills in English.

• Strong customer service and interpersonal skills.

• Ability to work independently and remotely.

• Good problem-solving and analytical abilities.

• Basic knowledge of ticketing systems (ServiceNow, Jira, Zendesk, Freshdesk, etc.).

Experience

• 0–2 years of experience in IT support, service desk, or technical support roles.

• Fresh graduates with strong technical knowledge and communication skills are encouraged to apply.

• Prior experience supporting enterprise-level users is an added advantage.

Working Hours

• Full-time, remote position.

• Rotational shifts may apply depending on global support requirements.

• Flexibility to work in different time zones (including night shifts if required).

• 40 hours per week, with potential on-call support based on business needs.

Knowledge, Skills, and Abilities

• Strong understanding of ITIL fundamentals and service desk processes.

• Ability to multitask and manage multiple tickets simultaneously.

• Attention to detail and strong documentation skills.

• Ability to learn new technologies quickly.

• Calm and professional approach under pressure.

• Strong sense of responsibility and accountability.

• Team-oriented mindset with a proactive attitude.

Benefits

• Competitive salary package.

• 100% remote work opportunity.

• Health insurance and wellness benefits.

• Paid time off and holidays.

• Professional training and certification support.

• Career growth and internal mobility opportunities.

• Exposure to global enterprise IT systems and projects.

• Supportive and inclusive work culture.

Why Join Global MNC Tech?

At Global MNC Tech, we believe our people are our greatest asset. By joining our global IT support team, you will gain:

• International work exposure with enterprise clients.

• A strong foundation in IT support and service management.

• Opportunities for career advancement into Level 2, Level 3, and specialized IT roles.

• Continuous learning and development programs.

• A collaborative, diverse, and innovation-driven environment.

This role is perfect for individuals looking to build a long-term career in IT within a global organization.

How to Apply

Interested candidates are invited to submit their updated resume along with a brief cover letter highlighting their technical skills and interest in the role.