Night Shift REMOTE IT Support Technician
About the position
The IT Support Technician role is a fully remote position for a global cargo airline company, focusing on providing first-level support for technical incidents. The technician will manage and document resolutions using the Cherwell ticketing system, troubleshoot software incidents, and assist end-users, including corporate employees and airline staff, primarily through phone support. The role requires strong customer service skills and technical expertise to diagnose and resolve issues effectively.
- Responsibilities
- Provide first-level support for all incoming technical incidents. ,
- Manage and document resolutions in the Cherwell ticketing system. ,
- Troubleshoot primarily software incidents, including Active Directory, O365, and Citrix. ,
- Maintain and resolve incidents with internal airline-specific applications. ,
- Manage hardware repairs and provide occasional network or connectivity support. ,
- Assist end-users via phone support, prioritizing tasks and tracking status of repairs and hardware delivery schedules. ,
- Develop and maintain positive customer relations.
- Requirements
- 2-3+ years of experience in an IT support role in a Windows environment. ,
- Strong recent experience using Active Directory to reset passwords and create accounts. ,
- Strong experience troubleshooting O365. ,
- Understanding of troubleshooting mobile devices and/or tablets, along with desktops and laptops. ,
- Strong recent experience using a ticketing system. ,
- Understanding of network fundamentals and troubleshooting connectivity issues. ,
- Strong communication and customer service skills. ,
- Experience troubleshooting Exchange. ,
- Understanding of Citrix. ,
- Experience working with the Cherwell ticketing system. ,
- Experience using Bomgar. ,
- Experience using Cisco agent. ,
- Experience troubleshooting MS Teams. ,
- Experience working for an airline.
Nice-to-haves
- Benefits
- Competitive pay rate between $20-22/hr based on experience level.
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