Service Desk Technician

Cyberprotech; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Flexible work arrangement

Office facilities with meals and Sn a

Job summary

Cyberprotech seeks a front-line IT Support Specialist to assist users with incidents and service requests across multiple channels. You will diagnose issues, resolve them professionally, and escalate when needed, acting as the first point of contact and ensuring clear communication throughout resolution.

The role offers a flexible setup, either remote or on-site in the United States, with opportunities for professional development, meals and snacks at the office, and team-building activities.

Qualifications

• Completed secondary education.
• Fluency in English and Spanish.
• Experience in a Service Desk, Helpdesk, or comparable user-support role.
• Familiarity with Microsoft Office 365, Windows, Active Directory, Exchange, and file shares.
• Working knowledge of VPNs, firewalls, proxies, antispam systems, instant messaging, hardware, and peripherals.

Responsibilities

• Respond to user queries through email, phone, a self-service portal, and other support channels.
• Diagnose technical problems and resolve them with care and consistency.
• Serve as the first point of contact for support requests and route more complex cases to second-line teams or external partners.
• Keep communication clear while managing incidents and requests through to the appropriate outcome.

Skills

Diagnostics

Communication

Interpersonal skills

Teamwork

Proactive

Education

Completed secondary education

Tools

Microsoft Office 365

Windows

Active Directory

Exchange

File shares

VPNs

Firewalls

Proxies

Antispam systems

Instant messaging

Hardware

Peripherals

Job description

Role overview

Provide front-line technical and functional support to users, helping resolve incidents and service requests across several communication channels. You will assess issues, work toward timely resolutions, and coordinate with specialist teams or partners when a ticket needs escalation.

Responsibilities

• Respond to user queries through email, phone, a self-service portal, and other support channels.
• Diagnose technical problems and resolve them with care and consistency.
• Serve as the first point of contact for support requests and route more complex cases to second-line teams or external partners.
• Keep communication clear while managing incidents and requests through to the appropriate outcome.

Requirements

• Completed secondary education.
• Fluency in English and Spanish.
• Experience in a Service Desk, Helpdesk, or comparable user-support role.
• Familiarity with Microsoft Office 365, Windows, Active Directory, Exchange, and file shares.
• Working knowledge of VPNs, firewalls, proxies, antispam systems, instant messaging, hardware, and peripherals.
• Strong diagnostic, communication, and interpersonal skills; a responsible, proactive, results-focused approach and ability to work well in a team.
• Availability to work shifts that may operate 24/7.

Benefits and work setup

The role offers a flexible arrangement, either remote or based in Loulé, depending on operational needs. The source also describes regular professional-development opportunities, office facilities with meals and snacks, and team-building activities.