L1 Desktop Support Engineer IN (Remote)

PLEASE NOTE: THIS IS A FULLY REMOTE NIGHT SHIFT POSITION.

Excis is a global IT support leader driven by innovation and collaboration. Were looking for a proactive IT Helpdesk Technician to deliver exceptional first-line technical support to our internal users and clients. The ideal candidate is proactive technically sharp and able to provide a world-class customer experience while resolving issues efficiently and accurately. This role is perfect for someone who can handle a fast-paced environment communicates clearly and takes ownership of resolving everyday technical challenges. Join us for a rewarding career in a supportive family-like environment where youll look forward to coming to work every day.

What Youll Do:

• Serve as the first point of contact for IT incidents and service requests via phone ticketing system email or chat; troubleshoot and resolve L1 issues including Windows/macOS login VPN/remote access password resets/MFA printer/peripheral issues basic network troubleshooting Office 365/Google Workspace support application installation/configuration and account requests.
  
• Manage ticketing system by creating updating and closing tickets with accurate notes and resolution steps; prioritize tasks based on SLAs and severity; ensure high first-call resolution rates; escalate complex issues to L2/L3 teams with full documentation.
  
• Communicate clearly and empathetically with users; provide professional timely updates; take ownership of issues until full resolution; maintain knowledge base articles for recurring problems.
  
• Assist with user onboarding/offboarding including account setup and equipment preparation; support basic endpoint security tasks such as antivirus checks and patching confirmation; follow ITIL processes for incident request and escalation management.
  
• Monitor security alerts; escalate and coordinate with higher levels as needed; promote proactive problem prevention; maintain documentation and standards for incident management.
  

• Required Experience: 2 years of IT helpdesk or technical support experience (preferred); solid understanding of Windows 10/11 basic macOS troubleshooting Active Directory (password resets account unlocks) Office 365 admin basics VPN/remote desktop technologies.
  
• Core Technical Skills: Strong diagnostic and problem-solving skills.
  
• Communication & Management: Excellent English communication skills (written and verbal); time-management skills to handle multiple tasks; customer-centric mindset and positive solution-oriented attitude.
  
• Preferred Ticketing & Processes: Experience using ticketing systems (Jira Zendesk Freshservice ServiceNow); familiarity with ITIL foundations.
  
• Advanced Nice-to-Have: Basic networking knowledge (DNS DHCP IP addressing); experience with cloud platforms (Azure Google Workspace AWS basic support).