Remote IT Support Professional

4 days ago

Lahore, Punjab, Pakistan beBeeSupport Full time

Job Overview:

We're seeking a skilled and resourceful IT Support Specialist to provide remote technical assistance for approximately 400 retail stores across the United States, including telecommunications and internet provider outlets. This role involves troubleshooting hardware and software issues, resolving user queries, and ensuring consistent operational uptime for store systems.

Key Responsibilities:
  • Technical Support: Deliver first-level technical support remotely for hardware (desktops, POS systems, routers, printers, etc.) and software (OS, store-specific apps, basic networking issues).
  • Ticket Management: Respond to service requests, incidents, and questions via ticketing system, phone, or email, ensuring timely resolution.
  • Device Setup and Troubleshooting: Assist with the setup, configuration, and troubleshooting of end-user devices and peripherals.
  • Escalation: Escalate complex issues to Level 2/3 teams when necessary, providing detailed documentation.
  • System Monitoring: Monitor system alerts and conduct basic diagnostic routines.
  • Knowledge Management: Maintain accurate records of support activities and solutions in a knowledge base.
  • Customer Service: Provide professional and customer-friendly service to store personnel across varied time zones.

Requirements

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field preferred.
  • 1–2 years of experience in a similar IT support or helpdesk environment.
  • Strong knowledge of Windows OS, remote desktop tools, and networking fundamentals.
  • Familiarity with ticketing systems (e.g., ServiceNow, Jira, or similar).
  • Excellent communication skills in English, both verbal and written.
  • Ability to work independently and manage multiple support requests simultaneously.

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