Black Pearl

Black Pearl Consult is hiring for an IT Support Specialist - Remote to provide first-level technical support to employees.

Key Responsibilities

• Provide first-level IT support through remote access tools, email, chat, and other communication channels.
• Troubleshoot Windows operating system issues, application errors, system performance, and software installation problems.
• Assist users with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
• Resolve basic account access, password reset, and user permission issues.
• Troubleshoot network connectivity, Wi-Fi, internet, VPN, and basic DNS-related issues.
• Assist with printer, monitor, keyboard, mouse, and other peripheral-related problems.
• Install, configure, update, and troubleshoot commonly used business applications.
• Support employee onboarding and offboarding by following established IT procedures.
• Document support requests, troubleshooting steps, and resolutions accurately.
• Monitor incoming IT requests and ensure timely responses and follow-ups.
• Follow IT security policies and report suspicious emails, potential security incidents, and unauthorized access attempts.
• Escalate complex technical issues requiring administrator-level access or advanced troubleshooting.
• Perform routine IT checks and administrative tasks as assigned.

What We Are Looking For

• Bachelor's degree in Information Technology/ any related field.
• Basic knowledge of Windows 10/11 and macOS troubleshooting.
• Familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
• Understanding of computer hardware, peripherals, and basic networking concepts, including IP addresses, DNS, Wi-Fi, and VPN.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good English communication skills and the ability to assist non-technical users.
• Ability to work independently, manage multiple support requests, and prioritize tasks in a remote work environment.
• Reliable internet connection and a suitable work setup for remote support.
• Previous experience in IT Support, Help Desk, Technical Support, or a similar role.
• Experience using remote desktop or technical support tools.
• Basic knowledge of Microsoft Entra ID (Azure AD), Microsoft Intune, or user access management.
• Familiarity with ticketing systems and help-desk platforms.
• Basic understanding of cybersecurity practices and IT security procedures.

Skills

• Bachelor's degree in Information Technology/ any related field.
• Basic knowledge of Windows 10/11 and macOS troubleshooting.
• Familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
• Understanding of computer hardware, peripherals, and basic networking concepts, including IP addresses, DNS, Wi-Fi, and VPN.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good English communication skills and the ability to assist non-technical users.
• Ability to work independently, manage multiple support requests, and prioritize tasks in a remote work environment.
• Reliable internet connection and a suitable work setup for remote support.
• Previous experience in IT Support, Help Desk, Technical Support, or a similar role.
• Experience using remote desktop or technical support tools.
• Basic knowledge of Microsoft Entra ID (Azure AD), Microsoft Intune, or user access management.
• Familiarity with ticketing systems and help-desk platforms.
• Basic understanding of cybersecurity practices and IT security procedures.