Help Desk Technician – Customer-Facing IT Support (Remote)

About the role

Phi International, Inc. is looking for a proactive Help Desk Technician to deliver remote IT support to end‑users. The role focuses on troubleshooting hardware, software and network issues while providing friendly phone and email assistance.

Key responsibilities

• Diagnose and resolve technical problems on Windows and macOS devices.
• Install, configure and maintain hardware and software components.
• Provide remote assistance using screen‑sharing and remote‑control tools.
• Log and track incidents in the ticketing system, ensuring timely updates.
• Escalate complex issues to senior engineers when necessary.
• Document solutions and contribute to knowledge‑base articles.

Required profile

• Strong verbal and written communication skills.
• Ability to multitask, prioritize and work independently.
• Customer‑focused attitude with a willingness to help.
• Basic networking knowledge.

Required skills

• Experience with ticketing systems.
• Hardware installation and software configuration.
• Knowledge of Windows and macOS operating systems.
• Proficiency with remote assistance tools.
• Fundamental networking concepts.