Position Type: Contract
Duration: Approximately 6 Months
Start Date: End of August 2026
Location: Remote
Working Hours: Support coverage between 8:00 AM6:00 PM CST/ 6:30PM IST – 4:30AM IST
Role Overview
We are looking for a Junior L1/L2 Helpdesk Support Specialist to provide basic technical support, monitor and triage Jira tickets, and route issues to the appropriate teams.
Key Responsibilities
- Monitor and triage incoming Jira tickets.
- Assign and route tickets to the appropriate support teams.
- Handle basic L1/L2 support requests.
- Perform password resets and account unlocks.
- Provide basic Microsoft Office/Microsoft 365 support.
- Troubleshoot basic LMS/Canvas issues such as:
- Login and access issues
- Course access
- Navigation issues
- Browser-related issues
- Escalate complex or unresolved issues to the appropriate teams.
- Follow defined support and ticket management processes.
- Required Skills
- 1–2 years of experience in Helpdesk, Service Desk, IT Support, or Technical Support.
- Hands-on experience with Jira for ticket monitoring, triaging, and routing.
- Good knowledge of Microsoft Office/Microsoft 365.
- Basic troubleshooting and problem-solving skills.
- Good communication and coordination skills.
- Ability to work independently in a part-time offshore support model.
Good to Have
Experience with any of the following technologies will be an advantage: