Role Overview

We are hiring a Help Desk Specialist to be the first line of support for technical issues across the organisation. The role triages, troubleshoots, and resolves end-user problems — fast, kindly, and with thorough documentation.

Responsibilities

• Respond to help desk tickets via email, chat, and ticketing system.
• Troubleshoot hardware, software, and network issues for remote employees.
• Manage user accounts, access requests, and password resets.
• Set up and onboard new employees on systems and devices.
• Maintain IT documentation and knowledge base articles.
• Escalate complex issues to senior IT staff with full context.

Requirements

• 1+ years in a help desk, IT support, or similar role.
• Strong working knowledge of Windows, macOS, and common SaaS tools.
• Familiarity with ticketing systems (Jira Service Desk, Freshservice, Zendesk).
• Patience and empathy when supporting non-technical users.
• Clear written and verbal communication.
• Basic networking knowledge and security awareness.

What You'll Bring

• Patience, empathy, and a genuine interest in helping people solve problems.
• Clear written communication and a calm tone under pressure.
• Strong attention to detail and follow-through on every interaction.
• Comfort working asynchronously across time zones.

What We Offer

• Fully remote, flexible work hours.
• Performance-based bonus structure.
• Annual learning & development stipend.
• Health and wellness benefits (varies by location).
• Opportunity to work on high-scale, real-world impact projects.

We encourage applications from all qualified individuals, and we look forward to your application.