L1 Desktop Support Engineer IN (Remote)

PLEASE NOTE: THIS IS A FULLY REMOTE NIGHT SHIFT POSITION.

Excis is a global IT support leader, driven by innovation and collaboration. We’re looking for a proactive IT Helpdesk Technician to deliver exceptional first-line technical support to our internal users and clients. The ideal candidate is proactive, technically sharp, and able to provide a world-class customer experience while resolving issues efficiently and accurately. This role is perfect for someone who can handle a fast-paced environment, communicates clearly, and takes ownership of resolving everyday technical challenges. Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day.                                                                                                            

What You’ll Do:

• Serve as the first point of contact for IT incidents and service requests via phone, ticketing system, email, or chat; troubleshoot and resolve L1 issues including Windows/macOS login, VPN/remote access, password resets/MFA, printer/peripheral issues, basic network troubleshooting, Office 365/Google Workspace support, application installation/configuration, and account requests.
• Manage ticketing system by creating, updating, and closing tickets with accurate notes and resolution steps; prioritize tasks based on SLAs and severity; ensure high first-call resolution rates; escalate complex issues to L2/L3 teams with full documentation.
• Communicate clearly and empathetically with users; provide professional, timely updates; take ownership of issues until full resolution; maintain knowledge base articles for recurring problems.
• Assist with user onboarding/offboarding including account setup and equipment preparation; support basic endpoint security tasks such as antivirus checks and patching confirmation; follow ITIL processes for incident, request, and escalation management.
• Monitor security alerts; escalate and coordinate with higher levels as needed; promote proactive problem prevention; maintain documentation and standards for incident management.

Requirements

• Required Experience: 2+ years of IT helpdesk or technical support experience (preferred); solid understanding of Windows 10/11, basic macOS troubleshooting, Active Directory (password resets, account unlocks), Office 365 admin basics, VPN/remote desktop technologies.
• Core Technical Skills: Strong diagnostic and problem-solving skills.
• Communication & Management: Excellent English communication skills (written and verbal); time-management skills to handle multiple tasks; customer-centric mindset and positive, solution-oriented attitude.
• Preferred Ticketing & Processes: Experience using ticketing systems (Jira, Zendesk, Freshservice, ServiceNow); familiarity with ITIL foundations.
• Advanced Nice-to-Have: Basic networking knowledge (DNS, DHCP, IP addressing); experience with cloud platforms (Azure, Google Workspace, AWS basic support).

Benefits