Night Shift REMOTE IT Support Technician

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. , • Manage and document resolutions in the Cherwell ticketing system. , • Troubleshoot primarily software incidents, including Active Directory, O365, and Citrix. , • Maintain and resolve incidents with internal airline-specific applications. , • Manage hardware repairs and provide occasional network or connectivity support. , • Assist end-users via phone support, prioritizing tasks and tracking status of repairs and hardware delivery schedules. , • Develop and maintain positive customer relations. Requirements • 2-3+ years of experience in an IT support role in a Windows environment. , • Strong recent experience using Active Directory to reset passwords and create accounts. , • Strong experience troubleshooting O365. , • Understanding of troubleshooting mobile devices and/or tablets, along with desktops and laptops. , • Strong recent experience using a ticketing system. , • Understanding of network fundamentals and troubleshooting connectivity issues. , • Strong communication and customer service skills. , • Experience troubleshooting Exchange. , • Understanding of Citrix. , • Experience working with the Cherwell ticketing system. , • Experience using Bomgar. , • Experience using Cisco agent. , • Experience troubleshooting MS Teams. , • Experience working for an airline. Nice-to-haves Benefits • Competitive pay rate between $20-22/hr based on experience level. Apply Job!