Technical Support Trainee

Job Title: Technical Support Trainee
Location: Remote
Department: IT / Technical Support
Job Type: Full-Time
Experience Level: 0-1 years of experience in an IT support/helpdesk role.

About Optimiser

Optimiser is a Business Intelligence platform offering 360-degree business solutions to organisations of all sizes. At Optimiser, we have our eyes set on ambitious goals. We work in a fast-paced environment with a team of talented and dedicated individuals who collectively contribute advanced technological solutions for our clients. We embrace diversified talent with teams based in the UK, India, and Dubai. With a vision to bring a simple yet high-end customer engagement platform to our valued clients, we are making a mark globally.

About Role:

We are looking for a skilled and service-oriented Technical Support to provide remote and on-site assistance to our internal users. The ideal candidate will be the first point of contact for IT-related issues, offering support for hardware, software, operating systems, networking, and communication tools. In addition, the role includes IT inventory management and vendor coordination. This position is critical to ensuring smooth day-to-day IT operations across the organization.

Key Responsibilities:

• Provide remote technical support to internal users for IT hardware, software, and system-related queries.
• Troubleshoot and resolve issues related to Windows operating systems, basic Linux operations, and user applications.
• Assist users with problems involving network connectivity, VPN, printers, email, and communication tools (e.g., VoIP, conferencing platforms).
• Monitor and maintain the inventory of IT assets – including hardware issuance, tracking, and disposal.
• Coordinate with external vendors for IT equipment procurement, repairs, and service agreements.
• Perform basic system administration tasks on Linux and Windows environments.
• Maintain accurate documentation of support tickets, asset movement, and SOPs.
• Ensure quick response and resolution to user requests, meeting agreed SLAs.
• Stay updated with current technologies and recommend improvements where applicable.

Qualifications:

Education:

• Graduate or Diploma in Information Technology, Computer Science, Electronics, or a related field.

Key Requirements

• Primarily remote support with occasional on-site requirements.
• May involve supporting users in different time zones.
• Flexibility for extended hours during critical incidents or system issues.

Experience:

• 0-1 years of experience in an IT support/helpdesk role.
• Freshers with strong technical knowledge and eagerness to learn may also be considered.

Technical Skills:

• Proficiency in Windows troubleshooting and familiarity with basic Linux commands.
• Understanding of IT hardware components, peripherals, and basic networking concepts (IP, DNS, DHCP, etc.).
• Experience in remote support tools (e.g., AnyDesk, TeamViewer, RDP, etc.).
• Good communication and interpersonal skills with a customer-service mindset.

Preferred (Not Mandatory):

• Knowledge of ticketing systems (e.g., Freshdesk, Jira Service Desk).
• Certifications: CompTIA A+, Network+, MCSA, or similar.
• Exposure to IT asset/inventory management platforms.