IT Support Specialist – Remote

About the role

Black Pearl is looking for an IT Support Specialist to provide first‑level technical assistance to its employees remotely. The role involves troubleshooting hardware, software, user accounts and connectivity issues while documenting all actions and following security procedures.

Key responsibilities

• Deliver remote IT support via access tools, email, chat and phone.
• Troubleshoot Windows 10/11, macOS, application errors, system performance and software installations.
• Assist users with Microsoft 365 apps such as Outlook, Teams, OneDrive, Word and Excel.
• Handle basic account access, password resets and permission changes.
• Diagnose network connectivity, Wi‑Fi, VPN and DNS problems.
• Support peripheral devices including printers, monitors, keyboards and mice.
• Install, configure and update common business applications.
• Participate in employee onboarding and off‑boarding processes.
• Document support tickets, steps taken and resolutions accurately.
• Monitor incoming requests, ensure timely responses and escalate complex issues.

Required profile

• Bachelor’s degree in Information Technology or a related field.
• Strong analytical and problem‑solving abilities with good English communication skills.
• Ability to work independently, manage multiple tickets and prioritize tasks in a remote environment.
• Reliable internet connection and a suitable home work setup.
• Previous experience in IT support, help‑desk or technical support roles.

Required skills

• Windows 10/11 and macOS troubleshooting.
• Microsoft 365 applications (Outlook, Teams, OneDrive, Word, Excel).
• Basic networking concepts: IP addressing, DNS, Wi‑Fi, VPN.
• Hardware and peripheral support.
• Remote desktop and support tools.
• Microsoft Entra ID (Azure AD) and Microsoft Intune basics.
• Ticketing/help‑desk platforms.
• Fundamental cybersecurity and IT security procedures.