IT Support Coordinator - Remote (Night Shift)

The ideal candidate will have strong communication skills, basic IT knowledge, and the ability to work independently in a remote setup.

Key Responsibilities:

• Receive and log support requests via phone and ticketing system
• Review and triage incoming tickets for completeness and urgency
• Assign and escalate tickets based on priority and service level agreements
• Communicate with end-users to clarify issues and set expectations
• Assist with account access issues, including password resets
• Monitor ticket queues and coordinate with technical teams for resolution
• Identify and report recurring issues or trends to supervisors
• Utilize tools such as Microsoft Teams, Outlook, Autotask PSA, Datto RMM, and 3CX for documentation and communication

Qualifications:

• Strong verbal and written English communication skills
• Familiarity with Microsoft 365 applications (Teams, Outlook, etc.)
• Basic understanding of IT systems, networks, and support processes
• Experience in a technical support or IT service environment preferred
• Prior exposure to tools like Datto RMM and Autotask PSA is a plus
• Microsoft 365 certifications are an advantage
• At least 1 year of experience supporting Microsoft desktop operating systems

Requirements:

• Stable high-speed internet connection
• Dedicated and private workspace
• Willingness to work on a permanent night shift schedule
• Open to long-term remote work arrangements