Date Posted: 16/04/2025
Salary: As per Market Standarad. Open to discuss while attending Interview!
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The Global Site Support Technician (PR1) will provide remote IT support to National Pen
employees, ensuring timely resolution of technical issues. This role involves monitoring and
managing Jira support tickets, assisting with escalations, and maintaining clear communication
with business stakeholders. Additionally, the technicians are encouraged to continuously
develop their technical skills to support career growth within the organization.
We are looking for Immediate to 30 days joiners.
Key Responsibilities:
Technical Support & Ticket Management
? Monitor and manage the global Jira site support ticket queue.
? Take ownership of tickets and provide timely resolutions.
? Assign tickets to appropriate teams when necessary.
? Troubleshoot and support hardware, software, and network-related issues.
? Participate in incident escalation and resolution processes. Communication & Coordination
? Serve as a key point of contact between IT and National Pen employees regarding support tickets.
? Keep stakeholders informed on ticket progress and resolutions.
? Effectively communicate technical solutions to non-technical users.
Requirements & Qualifications:
Must-have skills & experience:
? 1-3 years of experience in a Help Desk or Site Support environment.
? Strong troubleshooting skills and confidence in technical problem-solving.
? Excellent customer service and interpersonal skills.
? Ability to work independently in a fast-paced environment.
? Hands-on experience with Windows and Mac systems, including desktop/laptop and mobile devices.
? Good understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
? Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
? Experience handling technical incident response and communications.
? Strong teamwork and collaboration skills.
Additional Considerations:
? Ability to work flexible hours, including participation in an on-call rotation for after-hours, weekend, or holiday support.
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