job description
Are you a tech-savvy professional looking to advance your career with a global industry leader? Emapta is currently seeking a highly skilled Support Desk Technician to join our Managed Services Provider (MSP) division. In this role, you will be the backbone of our US-based clients' IT operations, ensuring seamless system performance and rapid incident resolution.
As a Support Desk Technician, you will work in a fully remote environment, enjoying the convenience of a work-from-home setup. We value your work-life balance, which is why this position offers a consistent night shift schedule with weekends off. Join a dynamic team where your technical expertise directly impacts client satisfaction and operational efficiency.
Responsibility
- Provide Tier 1 and Tier 2 technical support for US-based clients via phone, email, and ticketing systems.
- Monitor and maintain client network infrastructure, servers, and workstation performance.
- Troubleshoot hardware, software, and connectivity issues in a remote desktop environment.
- Perform system updates, patches, and routine maintenance tasks to ensure service continuity.
- Document all technical issues and resolutions accurately within the ITSM platform.
- Escalate complex technical incidents to senior engineering teams when necessary.
- Assist in the deployment and configuration of new user accounts and hardware assets.
Qualifications
- Minimum of 2-3 years of experience in an MSP or corporate technical support environment.
- Solid understanding of Windows Server, Active Directory, and Office 365 administration.
- Proficiency in remote support tools (e.g., TeamViewer, ConnectWise, Kaseya, or Autotask).
- Strong knowledge of networking fundamentals (DNS, DHCP, VPN, Firewalls).
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Proven ability to work independently in a WFH setting with high-speed internet reliability.
- Relevant IT certifications (CompTIA A+, Network+, Security+, or Microsoft Certifications) are highly preferred.