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
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