Job Title: Help Desk Technician (Tier 1)Reports To: IT Support Manager / Help Desk Lead

Job Type: Full-time, Permanent
Location: Remote

Core Duties and Responsibilities
- Ticket Management: Create, track, and manage service requests in our ticketing system from open to verified closure
- Troubleshooting: Diagnose and resolve technical bugs regarding Windows/macOS operating systems, peripheral equipment, printers, and network connections.
- Account Management: Perform basic administrative tasks including user account provisioning, password resets, and account unlocking.
- User Guidance: Walk non-technical users step-by-step through remote system configurations using clear, simple instructions.
- Escalation: Identify complex issues that require advanced technical expertise and escalate them to Tier 2 or Tier 3 teams according to established guidelines.
- Documentation: Author and update internal knowledge base articles, standard operating procedures (SOPs), and user-facing training guides.





Required Skills and Qualifications
- Education: Associate's degree or higher in Computer Science, Information Technology, or a closely related technical field.
- Operating Systems: High proficiency navigating and troubleshooting Microsoft Windows and macOS.
- Software Ecosystems: Experience managing and maintaining cloud productivity platforms such as Microsoft 365 or Google Workspace.
- Network Basics: Clear understanding of core networking concepts, including TCP/IP, DNS, local area networks (LAN), and secure VPN setups.
- Soft Skills: Active listening skills combined with the empathy and resilience needed to support frustrated users during technical downtime.

Preferred Certifications
- CompTIA A+ or Network+

Pay: ₹20,000.00 - ₹60,000.00 per month

Perks:
- Cell phone reimbursement
- Paid sick time
- Paid time off

Work Location: Remote

📌 Helpdesk Executive (India)
🏢 Parma Management
📍 India