job description
Join Sysgen as an IT Service Desk / Technical Support Specialist and become a key player in delivering exceptional technical support to our global clients. This role offers a unique opportunity to work remotely in a dynamic, day-shift environment (Tuesday to Saturday), ensuring work-life balance while advancing your career in IT support.
As a Senior Service Desk Analyst, you will troubleshoot technical issues, provide timely solutions, and maintain high customer satisfaction. Your expertise will directly impact our clients' productivity and operational efficiency. If you are passionate about technology, enjoy problem-solving, and thrive in a collaborative remote setting, this role is perfect for you.
Sysgen is a leading provider of IT solutions, committed to innovation and excellence. We offer competitive compensation, professional growth opportunities, and a supportive work culture. Apply now to take the next step in your IT career!
Responsibility
- Provide first-level technical support via phone, email, and chat for hardware, software, and network issues.
- Diagnose and resolve technical problems efficiently, escalating complex issues to higher-tier support when necessary.
- Maintain accurate records of support tickets, solutions, and customer interactions in the service desk system.
- Assist in setting up, configuring, and maintaining IT equipment and software for end-users.
- Collaborate with IT teams to identify recurring issues and contribute to process improvements.
- Deliver exceptional customer service, ensuring timely and professional communication with users.
- Monitor and respond to system alerts, ensuring minimal downtime and optimal performance.
- Stay updated with the latest IT trends, tools, and best practices to enhance support capabilities.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 3 years of experience in IT support, service desk, or helpdesk roles.
- Strong knowledge of Windows/macOS, Microsoft Office 365, and basic networking concepts.
- Experience with remote support tools (e.g., TeamViewer, Zoom, or similar).
- Excellent problem-solving skills and the ability to work independently in a remote environment.
- Strong communication skills in English, both written and verbal.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional are a plus.
- Willingness to work a Tuesday to Saturday schedule in a day-shift remote setup.