About Illumina Technology Solutions, LLC

At Illumina Technology Solutions, we are experiencing rapid growth across the U.S.A., Canada, India, and Pakistan and are proud to be a Microsoft Gold Partner. We are committed to providing technology solutions that help organizations thrive in a fast-changing digital landscape. Our vision is to become a leader in digital transformation for our clients, leveraging the power of the Microsoft digital ecosystem to drive innovation and growth. Visit us at http://www.illuminatechnology.com 

About the role

• We're actively seeking a Level 1 Help Desk Support professional to join our team. In this role, you'll play a crucial part in providing support for our retail customers and addressing software and hardware issues. Your responsibilities will include being the initial point of contact for users, troubleshooting problems, and maintaining a strong knowledge base

Job Type: Contractual

Location: Remote

Essential Functions

• You will be the first point of contact for users seeking technical assistance over the phone or email
• Provide timely and accurate solutions to end-user inquiries and issues
• Diagnose and resolve hardware and software issues related to desktops, laptops, and peripherals
• Troubleshoot and escalate network connectivity problems
• Document all support interactions and steps taken to resolve issues
• Contribute to the knowledge base for common issues and solutions
• Assist in providing basic user training on software applications and systems
• Offer guidance to users on preventive measures and best practices
• Provide remote support for users in different locations
• Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex issues

Required Qualifications

• Successful candidates should have previous experience in a help desk or technical support role
• Knowledge of commonly used desktop operating systems and software applications is essential
• Strong problem-solving skills and the ability to troubleshoot issues remotely are required
• Excellent communication and customer service skills are a must
• IT-related certification and previous experience in retail support is a plus
• Flexibility to work in 24/7 shifts, including weekends, is required

We are an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.