Position Details

Type Contract

Experience mid

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

Provides technical support for enterprise IT services and mobile applications, troubleshooting issues, managing support tickets, and escalating complex problems as needed.

Key Responsibilities

Provide Tier I and Tier II support
Troubleshoot login, connectivity, and app issues
Manage support tickets
Escalate unresolved issues
Communicate effectively with end users

Technical Overview

Supports enterprise IT and mobile platforms (iOS and Android), uses ticketing systems, and follows incident management protocols.

Ideal Candidate

The ideal candidate is a mid-level IT support professional with experience in Tier I and Tier II help desk support, proficient in troubleshooting mobile and enterprise applications, and capable of managing support tickets efficiently.

Must-Have Skills

Experience providing Tier I / Tier II Help Desk supportTroubleshoot issues related to loginuser profilesconnectivityand application functionalityExperience supporting mobile applications and devices (iOS and Android)Familiarity with ticketing systems and incident management processesExcellent communication and customer service skills

Nice-to-Have Skills

Knowledge of enterprise IT servicesExperience escalated complex issuesITIL framework knowledgeRemote support experience

Tools & Platforms

Ticketing systemsMobile platformsSupport documentation tools

Required Skills

Help DeskTier I / Tier II supportticketing systemstroubleshootingmobile applicationsiOSAndroidincident managementcustomer servicesupport tickets

Hard Skills

Help DeskTier I / Tier II supportticketing systemstroubleshootingmobile applicationsiOSAndroidincident managementcustomer servicesupport tickets

Soft Skills

communicationproblem-solvingcustomer servicedocumentationteam collaboration

Industry & Role

Industry Technology

Job Function IT support and helpdesk technician

Role Subtype Help Desk L2

Keywords for Your Resume

help desktier i supporttier ii supportit supporthelp desk analystticketing systemtroubleshootingmobile applicationsiosandroidincident managementcustomer servicesupport ticketsremote supportitilhelp desk support

Deal Breakers

Lack of experience in Tier I / Tier II support, No mobile support experience, Inability to communicate clearly, No familiarity with ticketing systems

Apply for this Position →

Get matched to jobs like this

Luna finds roles that fit your skills and career goals — no endless scrolling required.

Create a Free Profile

Help Desk Analyst at Remote

Get matched to jobs like this