Job Summary
HR Talent Solutions is seeking a motivated and customer-focused Remote IT Help Desk – Level 1 Global Support professional to provide first-line technical assistance to global users. In this role, you will be the initial point of contact for IT-related issues, ensuring timely resolution of incidents, accurate ticket documentation, and exceptional user support across multiple time zones. You will work in a fast-paced remote environment supporting hardware, software, network, and application issues.
Key Responsibilities
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Serve as the first point of contact for IT support requests via phone, email, and ticketing systems
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Diagnose and resolve basic technical issues related to hardware, software, and network connectivity
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Log, track, and update incidents using IT service management tools (e.g., ServiceNow, Jira, Zendesk)
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Escalate complex issues to Level 2/Level 3 support teams when necessary
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Assist users with password resets, account access, and system configuration
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Provide support for Windows, macOS, and common business applications (MS Office, VPN, email clients)
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Maintain accurate documentation of troubleshooting steps and resolutions
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Ensure adherence to SLA (Service Level Agreement) targets
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Deliver excellent customer service and maintain professionalism at all times
Required Skills and Qualifications
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Strong understanding of basic IT troubleshooting concepts
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Familiarity with Windows OS and common enterprise tools
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Knowledge of networking fundamentals (DNS, DHCP, VPN basics)
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Experience with ticketing systems is an advantage
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Excellent communication skills in English (verbal and written)
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Strong problem-solving and analytical thinking abilities
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Ability to work independently in a remote environment
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Customer service-oriented mindset
Experience
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0–2 years of experience in IT support, service desk, or technical customer support preferred
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Fresh graduates with relevant IT certifications or training are encouraged to apply
Working Hours
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Fully remote position
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Rotational shifts based on global support coverage (including night shifts if required)
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5 days per week with rotational weekends depending on team schedule
Knowledge, Skills, and Abilities
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Understanding of ITIL fundamentals is an advantage
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Ability to multitask and prioritize support tickets efficiently
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Strong attention to detail and documentation accuracy
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Ability to remain calm under pressure in high-volume support environments
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Team collaboration across global support teams
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Adaptability to new tools, systems, and processes
Benefits
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Competitive remote compensation package
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Work-from-home flexibility
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Paid training and onboarding support
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Career growth opportunities in IT support and infrastructure roles
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Exposure to global enterprise environments
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Health and wellness benefits (based on location and contract type)
Why Join Us
At HR Talent Solutions, we believe in building strong technical support teams that empower businesses worldwide. You will gain hands-on experience in global IT operations, develop critical technical skills, and grow within a structured career path in IT service management. This role is ideal for individuals who are passionate about technology and customer service.
How to Apply
Interested candidates can apply by submitting their updated resume along with a brief cover letter highlighting relevant technical skills and experience. Applications should be sent via the official HR Talent Solutions career portal or designated recruitment email channel. Shortlisted candidates will be contacted for an initial screening and technical assessment.