Remote IT Support Specialist — L1

Hcl-America-Solutions-Inc; United States; A distancia; USD 40.000 - 60.000; Jornada completa

Descripción de la vacante

Hcl-America-Solutions-Inc is seeking an entry-level to junior IT support specialist for Level 1 remote desktop support in the United States. You will troubleshoot hardware, software, and network issues and respond to tickets via phone, email, or chat, adhering to SLA and QA standards.

The role focuses on resolving issues on first contact, maintaining high customer satisfaction, and escalating complex problems to higher-level IT teams when needed. Training and knowledge sharing are encouraged.

Formación

• Experience in Level 1 remote desktop support
• Familiar with diagnosing hardware/software/network issues
• Ability to follow SLA and QA standards

Responsabilidades

• Provide Level 1 remote desktop support to resolve tickets via phone/email/chat
• Diagnose and resolve hardware, software, and network problems
• Adhere to SLA, quality standards, and regulatory requirements
• Maintain high CSAT and First Call Resolution
• Log work updates and escalate to Level 2/3 as needed
• Engage in knowledge base updates and self-development

Descripción del empleo

Hcl-America-Solutions-Inc is seeking an entry-level to junior IT support specialist for Level 1 remote desktop support in the United States. You will troubleshoot hardware, software, and network issues and respond to tickets via phone, email, or chat, adhering to SLA and QA standards.

The role focuses on resolving issues on first contact, maintaining high customer satisfaction, and escalating complex problems to higher-level IT teams when needed. Training and knowledge sharing are encouraged.