Night Shift REMOTE IT Support Technician - job 1 of 2

About the position

The IT Support Technician role is a fully remote position for a global cargo airline company, focusing on providing first-level support for technical incidents. The technician will manage and document resolutions using the Cherwell ticketing system, troubleshoot software incidents, and assist end-users, including corporate employees and airline staff, primarily through phone support. The role requires strong customer service skills and technical expertise to diagnose and resolve issues effectively.

Responsibilities
• Provide first-level support for all incoming technical incidents.
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• Manage and document resolutions in the Cherwell ticketing system.
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• Troubleshoot primarily software incidents, including Active Directory, O365, and Citrix.
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• Maintain and resolve incidents with internal airline-specific applications.
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• Manage hardware repairs and provide occasional network or connectivity support.
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• Assist end-users via phone support, prioritizing tasks and tracking status of repairs and hardware delivery schedules.
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• Develop and maintain positive customer relations.

Requirements
• 2-3+ years of experience in an IT support role in a Windows environment.
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• Strong recent experience using Active Directory to reset passwords and create accounts.
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• Strong experience troubleshooting O365.
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• Understanding of troubleshooting mobile devices and/or tablets, along with desktops and laptops.
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• Strong recent experience using a ticketing system.
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• Understanding of network fundamentals and troubleshooting connectivity issues.
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• Strong communication and customer service skills.
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• Experience troubleshooting Exchange.
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• Understanding of Citrix.
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• Experience working with the Cherwell ticketing system.
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• Experience using Bomgar.
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• Experience using Cisco agent.
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• Experience troubleshooting MS Teams.
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• Experience working for an airline.

Nice-to-haves

Benefits
• Competitive pay rate between $20-22/hr based on experience level.