https://onecontact.com.mk/job/detail/remote-azure-service-desk-support

Roles and Responsibilities

• Deliver prompt, courteous technical support via phone, email, and ticketing system (Freshservice).
• Log detailed user information, troubleshooting actions, and resolutions.
• Prioritize and resolve incidents within defined SLAs.
• Collaborate with on-site staff for tasks requiring physical presence (e.g., hardware replacements).
• Escalate complex problems to Tier 2/3 support with clear replication details.
• Administer user accounts and settings in Microsoft 365 (Exchange Online, Teams, SharePoint) and Entra ID (Azure AD).
• Manage tasks like MFA setup, conditional access policies, and licensing.
• Support Azure cloud services with basic troubleshooting and monitoring.
• Remotely troubleshoot and resolve issues with Windows 10/11 and macOS, including hardware, software, and networking.
• Support productivity applications and peripherals using remote tools.
• Create and maintain user guides, runbooks, and SOPs.
• Analyze recurring issues and propose preventive solutions or documentation updates.
• Participate in virtual team stand-ups and knowledge-sharing sessions.
• Contribute to process automation and improvements in line with a cloud-first strategy.
• Follow and promote best practices for IT security and compliance.

Job Requirements

Must-Have

• 3–5 years in IT service/help desk roles supporting corporate environments.
• Strong experience with Microsoft 365 and Entra ID (Azure AD) administration.
• Familiarity with Azure basics, including resource access and monitoring.
• Experience using ITSM/ticketing platforms, ideally Freshservice.
• Strong Windows 10/11 support knowledge and working understanding of macOS.
• Excellent written English for documentation and ticket clarity.
• Proven customer service and communication skills.
• Analytical and resourceful in troubleshooting unfamiliar technical issues.
• Diploma or degree in IT, Computer Science, or a related field.

Nice-to-Have

• Relevant certifications (e.g., Microsoft 365 Modern Desktop, CompTIA A+, ITIL Foundation).
• Experience with Intune/Endpoint Manager, PowerShell, or Azure automation.
• Knowledge of network and security fundamentals (e.g., VPN, DNS, MFA).
• Familiarity with macOS management tools such as Jamf or Kandji.

What We Offer

• 100% Remote Work, Hiring from: North Macedonia, Albania, Bosnia, Kosovo and Brazil.
• Paid Overtime as needed
• Opportunities for personal growth and development through ongoing training and mentorship.
• Opportunity To Learn & Develop New Skills
• An Open & Collaborative Work Environment
• Generous Compensation based on Industry Standards + Benefits
• Working Hours: 9am - 5pm EST