job description
Are you tired of just closing tickets without making a real impact? Outsource Access is seeking a Remote Technical Support Virtual Assistant to join our dynamic team in Bali. This is your chance to solve complex IT challenges, secure and support growing businesses, and accelerate your career in a fully remote, flexible environment.
As a key member of our technical support team, you’ll provide proactive, high-level assistance to clients, troubleshoot hardware and software issues, and ensure seamless IT operations. Whether you’re resolving critical system errors or optimizing workflows, your expertise will directly contribute to the success of our global clientele.
We offer a competitive salary (₱60,000 – ₱65,000/month), the freedom to work from anywhere in Bali, and the opportunity to grow alongside industry leaders. If you’re a problem-solver with a passion for technology and a knack for clear communication, we want to hear from you!
Responsibility
- Provide first-level and advanced technical support to clients via email, chat, and phone, ensuring timely and effective resolutions.
- Diagnose and troubleshoot hardware, software, and network issues, including operating systems, applications, and cloud services.
- Monitor and maintain IT infrastructure, identifying potential risks and implementing preventive measures to ensure system stability.
- Collaborate with cross-functional teams to escalate and resolve complex technical problems efficiently.
- Document all support interactions, solutions, and recurring issues in a detailed knowledge base for future reference.
- Assist in onboarding new clients by configuring accounts, setting up software, and providing training on best practices.
- Stay updated on emerging technologies and industry trends to recommend improvements and enhance service delivery.
- Ensure data security and compliance with company policies and industry standards (e.g., GDPR, ISO).
Qualifications
- 2+ years of experience in IT support, helpdesk, or a related technical role, with a proven track record of resolving complex issues.
- Strong knowledge of Windows/macOS, Microsoft Office 365, and common business applications (e.g., Slack, Zoom, CRM tools).
- Familiarity with networking fundamentals (TCP/IP, DNS, VPN, firewalls) and basic cybersecurity principles.
- Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users.
- Proactive mindset with strong problem-solving and analytical skills to diagnose issues independently.
- Experience with remote support tools (e.g., TeamViewer, AnyDesk, Zoho Assist) and ticketing systems (e.g., Zendesk, Freshdesk).
- Ability to work flexible hours (including potential overlap with global time zones) and manage multiple priorities in a fast-paced environment.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator are a plus.