Service Desk Technician Tier 1

TL;DR

Service Desk Technician Tier 1 (IT Support): Providing prompt technical support through backend platforms and remote methods with an accent on troubleshooting hardware/software issues and user account management. Focus on resolving end-user tickets, managing Microsoft ecosystem identities, and coordinating VoIP connectivity.

Location: Remote (Must be based in Serbia)

Company

hirify.global is a technical service provider specializing in managed IT support and service desk solutions.

What you will do

• Manage incoming phone calls and ticketing boards to resolve computer-related issues for end users.
• Administer user accounts via Microsoft Active Directory, Entra ID, and Office 365.
• Identify and troubleshoot VoIP-related connectivity, extension, and voicemail issues.
• Proactively monitor tickets and prioritize response for VIP users and Priority 1 incidents.
• Set up and configure Microsoft Office products and other software applications.
• Collaborate with team members to escalate complex tickets to Tier 2 support.

Requirements

• Proven experience in customer service.
• English: C1 level (excellent oral and written communication skills) required.
• Location: Must be based in Serbia.
• Ability to multitask and meet deadlines in a dynamic work environment.
• Strong problem-solving skills and technical aptitude.

Nice to have

• Entry-level industry certifications.
• Experience working with VoIP platforms.