Remote IT Support Specialist

About the role

Black Pearl Consult is hiring a full-time, remote IT Support Specialist to provide first-level technical support to employees. The ideal candidate has strong troubleshooting skills across hardware, software, user accounts and connectivity, can document IT issues accurately, follows security procedures and escalates complex problems when needed.

Key responsibilities

• Provide first-level IT support via remote access tools, email and chat.
• Troubleshoot Windows OS issues, application errors, system performance and software installation problems.
• Assist users with Microsoft 365 apps (Outlook, Teams, OneDrive, Word, Excel).
• Resolve account access, password reset and permission issues.
• Troubleshoot network connectivity, Wi-Fi, internet, VPN and basic DNS issues.
• Help with printers, monitors, keyboards, mice and other peripherals.
• Install, configure, update and troubleshoot common business applications.
• Support onboarding and offboarding, document requests and resolutions, and follow up on requests.
• Follow IT security policies, report suspicious activity and escalate complex issues.

Required profile

• Bachelor's degree in Information Technology or a related field.
• Previous experience in IT support, help desk, technical support or a similar role.
• Good English and the ability to help non-technical users; able to work independently and prioritise in a remote setting.
• Reliable internet connection and a suitable remote work setup.

Required skills

• Windows 10/11 and macOS troubleshooting basics.
• Familiarity with Microsoft 365 and basic networking (IP, DNS, Wi-Fi, VPN).
• Experience with remote desktop or technical support tools.
• Basic knowledge of Microsoft Entra ID (Azure AD), Microsoft Intune or user access management.
• Familiarity with ticketing systems and help-desk platforms.
• Basic understanding of cybersecurity and IT security procedures.