IT Support Specialist – Remote

Black Pearl Consult

7d•Remote

About The Position

Black Pearl Consult is hiring for an IT Support Specialist – Remote to provide first-level technical support to employees. The ideal candidate will have strong troubleshooting skills across hardware, software, user accounts, and connectivity, with the ability to document IT issues accurately, follow security procedures, and escalate complex technical problems when required.

Requirements

Bachelor's degree in Information Technology/ any related field.
Basic knowledge of Windows 10/11 and macOS troubleshooting.
Familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
Understanding of computer hardware, peripherals, and basic networking concepts, including IP addresses, DNS, Wi-Fi, and VPN.
Strong troubleshooting, analytical, and problem-solving skills.
Good English communication skills and the ability to assist non-technical users.
Ability to work independently, manage multiple support requests, and prioritize tasks in a remote work environment.
Reliable internet connection and a suitable work setup for remote support.
Previous experience in IT Support, Help Desk, Technical Support, or a similar role.
Experience using remote desktop or technical support tools.
Basic knowledge of Microsoft Entra ID (Azure AD), Microsoft Intune, or user access management.
Familiarity with ticketing systems and help-desk platforms.
Basic understanding of cybersecurity practices and IT security procedures.

Responsibilities

Provide first-level IT support through remote access tools, email, chat, and other communication channels.
Troubleshoot Windows operating system issues, application errors, system performance, and software installation problems.
Assist users with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
Resolve basic account access, password reset, and user permission issues.
Troubleshoot network connectivity, Wi-Fi, internet, VPN, and basic DNS-related issues.
Assist with printer, monitor, keyboard, mouse, and other peripheral-related problems.
Install, configure, update, and troubleshoot commonly used business applications.
Support employee onboarding and offboarding by following established IT procedures.
Document support requests, troubleshooting steps, and resolutions accurately.
Monitor incoming IT requests and ensure timely responses and follow-ups.
Follow IT security policies and report suspicious emails, potential security incidents, and unauthorized access attempts.
Escalate complex technical issues requiring administrator-level access or advanced troubleshooting.
Perform routine IT checks and administrative tasks as assigned.