IT Support Technician

IT Support Technician – Mint Service Desk📍 Location: Remote🕒 Employment Type: Full-time🏢 Department: Technical Support / Customer SuccessAbout Mint Service DeskMint Service Desk is an innovative IT Service Management (ITSM) and Customer Support software provider that helps organizations streamline communication, automate workflows, and deliver exceptional service experiences. Our platform is trusted by companies worldwide to manage their IT assets and service requests with ease, flexibility, and power.We’re growing fast and looking for a skilled IT Support Technician to join our team — someone who’s passionate about technology, problem-solving, and helping customers get the most out of Mint Service Desk.Role OverviewAs an IT Support Technician at Mint Service Desk, you will be the first point of contact for our customers’ technical inquiries. You’ll diagnose and resolve issues, guide users through system functionalities, and work closely with our development and QA teams to ensure smooth operations and excellent customer satisfaction.This role combines hands-on technical troubleshooting with proactive customer communication.Key ResponsibilitiesProvide first- and second-line technical support to customers using Mint Service Desk.Troubleshoot and resolve software, configuration, and integration issues via email, chat, or remote sessions.Manage and track tickets through our service desk platform.Escalate complex cases to the development or infrastructure teams as needed.Assist customers with installation, updates, and configuration of Mint Service Desk.Document common issues, resolutions, and best practices in the knowledge base.Support internal users and ensure the smooth functioning of internal IT systems when required.Contribute feedback to improve product functionality, user experience, and documentation.RequirementsMust-Have Skills:1–3 years of experience in technical support, IT helpdesk, or similar role.Strong understanding of IT fundamentals (networks, operating systems, databases, permissions, etc.).Experience with Windows and Linux environments.Familiarity with ticketing systems and ITSM concepts (ITIL knowledge a plus).Basic understanding of web technologies (HTTP, REST APIs, browsers).Excellent communication skills in English (both written and spoken).Strong analytical and problem-solving abilities.Customer-oriented mindset and patience when handling complex issues.Nice to Have:Knowledge of Mint Service Desk or other ITSM tools (e.g., Jira Service Management, Freshservice, ServiceNow).Experience with MySQL/PostgreSQL databases.Basic scripting or automation skills (PowerShell, Bash, Python).Certifications such as CompTIA A+, ITIL Foundation, or similar.What We OfferCompetitive salary and benefits package.Flexible working hours and hybrid/remote work options.Opportunities for career growth in the ITSM/ESM and SaaS domain.A collaborative, international team with a passion for service excellence.Exposure to cutting-edge IT service management technologies.