About Company
Are you an aspiring IT professional passionate about solving technical puzzles from the comfort of your home? Career.zycto champions a dynamic, remote-first environment where your problem-solving prowess directly empowers our global operations. We believe in fostering talent, providing the tools and autonomy needed for you to excel, and creating a supportive culture that values innovation and individual contribution. Join us and contribute to a team that’s redefining seamless technical support, making a tangible impact on user experience and operational efficiency, all while enjoying unparalleled work-life harmony.
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Job Description
Join Career.zycto as a Remote IT Troubleshooting Assistant, a pivotal role designed for individuals eager to leverage their technical acumen from anywhere in the world, with a strong preference for candidates residing in Saadiyat Lagoons, Abu Dhabi, who seek a fulfilling work-from-home career. This isn’t just a job; it’s an opportunity to become an integral part of a forward-thinking team dedicated to ensuring our users experience seamless technological interactions. As a first point of contact, you will be the friendly and knowledgeable voice guiding our colleagues through a myriad of technical challenges, ranging from basic software queries to more complex network and hardware diagnostics.
In this fully remote position, you will play a crucial role in maintaining productivity and operational efficiency across our distributed workforce. You’ll be responsible for remotely diagnosing, troubleshooting, and resolving hardware, software, and network issues for our diverse employee base. This requires not only a solid technical foundation but also exceptional communication skills and a customer-centric approach. We are looking for someone who thrives in a problem-solving environment, can think on their feet, and possesses a genuine desire to help others navigate the complexities of modern IT systems.
Your day will involve utilizing remote desktop tools, our robust ticketing system, and a comprehensive knowledge base to provide timely and effective solutions. You’ll be empowered to take ownership of issues from inception to resolution, ensuring high levels of user satisfaction. This role offers continuous learning opportunities, exposing you to a wide array of technologies and challenges that will significantly enhance your professional skill set. Career.zycto is committed to your growth, providing access to training resources and a supportive team environment where collaboration is key, even when working remotely. If you’re self-motivated, organized, and ready to make a significant impact from your home office, we encourage you to apply and help us build a more connected and efficient future.
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Key Responsibilities
- Provide first-line technical support via chat, email, and phone for a variety of hardware, software, and network-related issues.
- Diagnose and troubleshoot technical problems remotely using established procedures and remote access tools.
- Escalate complex issues to senior IT personnel when necessary, ensuring proper documentation and tracking.
- Install, configure, and update software applications and operating systems.
- Assist users with password resets, account lockouts, and access permissions.
- Maintain accurate records of all support interactions, resolutions, and follow-up actions in the ticketing system.
- Educate users on best practices for technology usage and basic troubleshooting steps.
- Participate in ongoing training and development to stay current with new technologies and support procedures.
- Contribute to the creation and maintenance of internal knowledge base articles and user guides.
Required Skills
- Proficiency in Windows and macOS operating systems.
- Solid understanding of basic networking concepts (TCP/IP, Wi-Fi, VPN).
- Experience with common productivity suites (e.g., Microsoft 365, Google Workspace).
- Demonstrated ability to troubleshoot hardware issues (desktops, laptops, peripherals).
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Customer-centric approach with a patient and empathetic demeanor.
- Ability to work independently and manage time effectively in a remote setting.
Preferred Qualifications
- Associate's degree or higher in Information Technology, Computer Science, or a related field.
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.
- Experience with IT service management (ITSM) tools and ticketing systems (e.g., Jira Service Desk, Zendesk).
- Previous experience in a remote technical support role.
- Familiarity with mobile device management (MDM) solutions.
- Bilingual proficiency (e.g., English and Arabic) is a plus.
Perks & Benefits
- Fully remote work model with flexible hours.
- Competitive monthly salary and performance bonuses.
- Comprehensive health and wellness benefits.
- Generous paid time off and holidays.
- Budget for home office setup and ergonomic equipment.
- Opportunities for professional development and continuous learning.
- Access to a wide range of online courses and certifications.
- Supportive and collaborative team culture.
- Employee assistance program (EAP).
How to Apply
Eager to make an impact as a Remote IT Troubleshooting Assistant? We invite you to submit your application by clicking the link below. Please ensure your resume highlights your relevant experience in IT support and troubleshooting. Shortlisted candidates will be contacted for an initial remote interview.
