IT Desktop Support Technician

Job Summary:IT Desktop Support Technician must be great communicators and be able to translate their technical knowledge into an actionable direction, as we act as a single point of contact (SPOC) for all end user’s requests. When we don’t have an answer, we know how to research the problem and come up with a solution while always providing amazing customer service.Set Up: Work-From-HomeContract Type: Fixed Term Contract (5 months)What You’ll Do:Complete hardware and software requests using our ticket system, from diagnosing issues and troubleshooting to delivering a solution Provide quality customer support for all incoming contacts (via call, chat, email, or web ticket) for IT-related issues or requests Diagnose technical issues and requests related to laptops, network access, O365 apps including MS Teams, MS Windows 11, VPN, Exchange, and SaaS-based systems Log & categorize all contacts within an incident management (ticketing system) tool and own ticket follow-up: monitor personal ticket queue daily and take appropriate action Identify and escalate urgent / priority incidents as required Maintain in-depth knowledge of supported products and services Ability to prioritize effectively and execute tasks in a high-pressure environment Be available for 24/7 after-hours support Be available to travel and work from the office as business demands RequirementsTechnical degree or diploma and/or equivalent business experience 3+ years of service desk and specialized IT experience Exceptional written, oral, organizational, and time communication skills – ability to produce precise, comprehensive documentation Ability to absorb and retain information quickly and to present ideas in user-friendly language Support PC hardware, mobile device management, and printers Extensive application support experience with the latest versions of Microsoft Office 365, MS Teams, Windows 11, Active Directory, and various other SaaS-based technology A+, Network+, Azure Fundamentals, AI Fundamentals, ITIL, and other industry-related certificates are an asset Some knowledge and experience with Azure (Entra ID), Mobile Device Management, O365 Admin Center, and PowerShell is required Knowledge and experience in cybersecurity principles and practices, Intune, Autopilot not required but preferred Basic knowledge of AI-powered service desk tools such as MS Copilot and ServiceNow are preferred Must be willing to work on shifting schedule. Immediate joiner is an advantage BenefitsWHAT WE OFFER:✔ Great Place to Work-Certified Company✔ Premium HMO✔ Holistic employee experience✔ Work-from-home and hybrid work setup✔ Rewards and incentives✔ Monthly engagement activities✔ Career advancement opportunities✔ Paid referral program