Remote IT Technician

About the role

The Remote IT Technician delivers technical support and maintenance for computer systems, software applications and network technologies from a remote work environment. The role covers diagnosing technical issues, resolving user requests and keeping IT systems running reliably, requiring strong troubleshooting skills, good communication and timely, high-quality customer service.

Key responsibilities

• Provide remote technical support for hardware, software, operating systems and business applications.
• Diagnose and resolve issues using remote access tools and support platforms.
• Install, configure and maintain software, system updates and user applications.
• Respond to service requests, prioritise incidents and manage support tickets to completion.
• Help users with account access, system configuration and technology questions.
• Monitor system performance and flag recurring issues for further investigation.
• Escalate complex incidents to specialist teams while keeping users informed.
• Document support activities, resolutions and procedures accurately.
• Follow security policies for access, updates and data protection, and suggest improvements to support processes.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Information Systems or a related field; equivalent technical experience may be considered.
• Experience in IT support, service desk or help desk roles is preferred.
• Strong analytical and troubleshooting skills, attention to detail and organisational skills.
• Ability to prioritise multiple issues, work independently and collaborate with technical teams.
• Commitment to continuous learning.

Required skills

• Computer hardware, operating systems, networking fundamentals and software applications.
• Familiarity with remote support tools, ticketing systems and IT service management practices.
• Excellent written and verbal communication with a customer focus.