Virtual Technical Support Analyst (Tier 1)

Job Description

Job Summary

SysTechCare Support is seeking a proactive and customer-focused Virtual Technical Support Analyst (Tier 1) to provide first-level assistance to clients experiencing technical issues. The ideal candidate will handle incoming support requests via chat, email, or ticketing systems, troubleshoot hardware and software problems, and escalate complex issues to higher-tier teams when necessary. This is a fully remote role that demands strong communication skills, problem-solving abilities, and a customer-first mindset.

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Key Responsibilities

• Respond promptly to technical queries from customers through chat, email, and support tickets.


• Diagnose and resolve software, hardware, and connectivity-related issues within the defined SLA.


• Guide customers through step-by-step troubleshooting processes with patience and professionalism.


• Log all interactions, resolutions, and escalation details accurately in the support system.


• Collaborate with Tier 2 and Tier 3 teams for complex technical incidents.


• Maintain a high level of product knowledge to provide accurate support and recommendations.


• Monitor and follow up on unresolved tickets to ensure timely closure.


• Assist in developing FAQs, knowledge base articles, and user documentation to improve customer self-service resources.


• Provide feedback to management about recurring issues or system improvements.

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Required Skills and Qualifications

• Bachelor’s degree or diploma in Computer Science, Information Technology, or related field (or equivalent experience).


• Strong understanding of Windows and macOS operating systems.


• Familiarity with remote desktop tools, ticketing systems (e.g., Zendesk, Freshdesk, or ServiceNow).


• Excellent written and verbal communication skills in English.


• Ability to multitask and prioritize effectively in a fast-paced virtual environment.


• Strong problem-solving and analytical thinking abilities.


• Customer-oriented mindset with a passion for delivering quality service.

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Experience

• 0–2 years of experience in technical support, help desk, or IT service roles.


• Fresh graduates with relevant technical skills and strong communication abilities are also encouraged to apply.

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Working Hours

• Flexible work-from-home schedule.


• Rotational shifts may apply (including weekends or holidays based on business needs).


• Typical shift duration: 8 hours per day / 5 days a week.

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Knowledge, Skills, and Abilities

• Basic networking knowledge (DNS, DHCP, IP configuration).


• Understanding of troubleshooting tools and log analysis.


• Capability to adapt quickly to new software, systems, and processes.


• High attention to detail and accuracy in documentation.


• Ability to work independently while maintaining team communication.


• Time management and task organization skills.

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Benefits

• Competitive remote salary package.


• Paid training and continuous professional development.


• Health and wellness benefits.


• Internet allowance and performance-based incentives.


• Career growth opportunities within SysTechCare Support.


• Supportive and collaborative remote work environment.

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Why Join SysTechCare Support

At SysTechCare Support, we believe in empowering our employees to deliver exceptional customer experiences. You’ll work in a culture of learning, collaboration, and innovation—where your ideas matter. Join us to become part of a dynamic remote team that values both your professional and personal growth while supporting clients globally.

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How to Apply

Interested candidates should submit their updated resume and a brief cover letter outlining their relevant experience and motivation for applying. Send your application to us with the subject line: “Application for Virtual Technical Support Analyst (Tier 1)”.

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Job Details