[Remote] L1 Service Desk Technician *

Note: The job is a remote job and is open to candidates in USA. Virtual Service Operations is searching for an enthusiastic L1 Service Desk Technician to join their team supporting a major hospitality and retail client. The role involves providing 24×7 remote support, focusing on customer service, efficient triage, and timely issue resolution.

Responsibilities

• Serve as the first point of contact for all technical support requests via phone, email, and self-service portal
• Answer incoming support calls within 30 seconds and maintain abandon rate below 5%
• Perform password resets, account unlocks, and basic user account maintenance in Active Directory/Entra ID
• Provide basic troubleshooting for Windows/macOS computers, mobile devices, and common M365 applications (Outlook, Teams, OneDrive)
• Assist end users with standard 'how-to' questions and walk them through basic technical procedures
• Triage and categorize all incoming tickets by priority (P1-P4) and route to appropriate support teams
• Document all support interactions in ManageEngine ServiceDesk Plus with clear, detailed notes
• Search and utilize knowledge base articles to resolve common issues efficiently
• Provide remote assistance using ManageEngine tools for basic desktop support
• Escalate complex issues to L2 Support or L3 Support as needed while maintaining ownership of ticket tracking
• Follow up with end users to confirm issue resolution and gather satisfaction feedback
• Support basic troubleshooting for Oracle Simphony 2 POS systems, kiosks (Qikserve/XPR), and Meraki network connectivity (escalating advanced issues)
• Maintain SLA compliance for response times
• Participate in 24×7×365 on-call rotation including nights, weekends, and holidays
• Contribute to achieving team CSAT target of =4/5

Skills

• 1-2 years of experience in technical support, help desk, or customer service role
• Strong customer service orientation with excellent phone etiquette
• Excellent verbal and written communication skills in English
• Ability to remain calm and professional under pressure
• Willingness to work flexible shifts including nights, weekends, and holidays as part of 24×7 coverage
• Able to work 100% remotely (nearshore or onshore location)
• Must be authorized to work in the United States
• Basic computer literacy and eagerness to learn new technologies
• Basic knowledge of Windows 10/11 and macOS operating systems
• Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Understanding of mobile device basics (iOS and Android)
• Basic understanding of Active Directory/Entra ID for password resets and account unlocks
• Awareness of POS systems, kiosks, and retail/hospitality technology (training provided)
• Basic networking knowledge (Wi-Fi connectivity, VPN basics)
• Ability to learn and use remote support tools (ManageEngine or similar)
• Comfort with ticketing systems and documentation practices
• CompTIA A+ certification or equivalent
• Previous help desk or call center experience
• Experience with ticketing systems (ManageEngine, ServiceNow, Jira Service Management, etc.)
• Exposure to retail, hospitality, or restaurant technology environments
• Bilingual capabilities (Spanish/English) a plus

Benefits

• Health benefits
• Flexible work arrangements
• Ongoing learning and development opportunities

Company Overview