The Role
Provide first-level remote IT support for hardware, software, accounts, Microsoft 365, networking, peripherals, and business applications. Troubleshoot and resolve user issues, manage onboarding and offboarding procedures, document tickets, monitor requests, follow security policies, and escalate complex problems. The role requires strong communication, troubleshooting, and organizational skills, familiarity with Windows, macOS, Microsoft Entra ID, Intune, remote support tools, and ticketing platforms.
Summary Generated by Built In
Black Pearl Consult is hiring for an IT Support Specialist – Remote to provide first-level technical support to employees.
The ideal candidate will have strong troubleshooting skills across hardware, software, user accounts, and connectivity, with the ability to document IT issues accurately, follow security procedures, and escalate complex technical problems when required.
- Provide first-level IT support through remote access tools, email, chat, and other communication channels.
- Troubleshoot Windows operating system issues, application errors, system performance, and software installation problems.
- Assist users with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
- Resolve basic account access, password reset, and user permission issues.
- Troubleshoot network connectivity, Wi-Fi, internet, VPN, and basic DNS-related issues.
- Assist with printer, monitor, keyboard, mouse, and other peripheral-related problems.
- Install, configure, update, and troubleshoot commonly used business applications.
- Support employee onboarding and offboarding by following established IT procedures.
- Document support requests, troubleshooting steps, and resolutions accurately.
- Monitor incoming IT requests and ensure timely responses and follow-ups.
- Follow IT security policies and report suspicious emails, potential security incidents, and unauthorized access attempts.
- Escalate complex technical issues requiring administrator-level access or advanced troubleshooting.
- Perform routine IT checks and administrative tasks as assigned.
Requirements
What We Are Looking For
- Bachelor's degree in Information Technology/ any related field.
- Basic knowledge of Windows 10/11 and macOS troubleshooting.
- Familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
- Understanding of computer hardware, peripherals, and basic networking concepts, including IP addresses, DNS, Wi-Fi, and VPN.
- Strong troubleshooting, analytical, and problem-solving skills.
- Good English communication skills and the ability to assist non-technical users.
- Ability to work independently, manage multiple support requests, and prioritize tasks in a remote work environment.
- Reliable internet connection and a suitable work setup for remote support.
- Previous experience in IT Support, Help Desk, Technical Support, or a similar role.
- Experience using remote desktop or technical support tools.
- Basic knowledge of Microsoft Entra ID (Azure AD), Microsoft Intune, or user access management.
- Familiarity with ticketing systems and help-desk platforms.
- Basic understanding of cybersecurity practices and IT security procedures.
To know other vacancies we have, please feel free to visit our website - www.blackpearlconsult.com and follow us on our social media accounts - LinkedIn / Instagram
Follow the Black Pearl channel on WhatsApp.
Disclaimer: Black Pearl will never ask for money or any form of charge our candidates just to process or consider their application for any of our available vacancies. If you happen to receive such a request from any members of our staff or other individuals claiming to be part of Black Pearl, please do call our office at +9712 622 55 03 or drop us a message on our website - www.blackpearlconsult.com.
Skills Required
- Bachelor's degree in Information Technology or a related field
- Basic knowledge of Windows 10/11 and macOS troubleshooting
- Familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel
- Understanding of computer hardware, peripherals, and basic networking concepts, including IP addresses, DNS, Wi-Fi, and VPN
- Strong troubleshooting, analytical, and problem-solving skills
- Good English communication skills and ability to assist non-technical users
- Ability to work independently, manage multiple support requests, and prioritize tasks remotely
- Reliable internet connection and suitable remote work setup
- Previous experience in IT Support, Help Desk, Technical Support, or a similar role
- Experience using remote desktop or technical support tools
- Basic knowledge of Microsoft Entra ID, Azure AD, Microsoft Intune, or user access management
- Familiarity with ticketing systems and help-desk platforms
- Basic understanding of cybersecurity practices and IT security procedures
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The Company
What We Do
Black Pearl is a leading HR consultancy and specialist recruitment firm based in the UAE and GCC. They provide customized HR solutions, executive search, and strategic recruitment services across various corporate support, finance, accounting, and business operations roles, helping clients achieve success through tailored staffing and HR consulting services.
