About the Role
AWT WorkSecure is looking for Remote Helpdesk Support Executives to provide first-line technical support to corporate clients. You will respond to client requests, troubleshoot common IT issues remotely, resolve tickets, monitor system alerts and escalate complex issues to Tier-2 Engineers.
This is an excellent entry-level opportunity for fresh IT graduates who want to build a career in IT Support, Systems, Networking and Managed Services.
Key Responsibilities
- Provide first-line technical support through phone, email, ticketing system and monitoring alerts.
- Troubleshoot common Windows 10/11 issues and desktop problems.
- Support Microsoft 365, email, printers, peripherals, software and basic connectivity issues.
- Assist users with account, password and common application-related issues.
- Provide support through approved remote-access tools.
- Obtain and record client consent before every remote support session.
- Maintain accurate records of all troubleshooting steps, actions and resolutions in the ticketing system.
- Monitor alerts relating to device health, disk space, patching, agents and backup warnings.
- Perform basic troubleshooting and escalate unresolved or complex issues to Tier-2 Engineers.
- Provide complete technical handover when escalating an incident, including symptoms, troubleshooting performed and client impact.
- Follow AWT’s security, access-control and data-protection procedures at all times.
- Assist with endpoint deployment, software installation and client onboarding activities.
- Maintain and use the technical knowledge base and support documentation.
- Communicate with clients professionally in Nepali and English.
- Maintain service quality, response-time and customer satisfaction targets.
- Follow shift schedules and complete proper handover of open and priority tickets.
Required Qualifications & Skills
- +2 or Bachelor’s Degree in Information Technology, Computer Science or related field.
- 0–2 years of experience in IT Support, Helpdesk, Service Desk or Technical Support.
- Fresh graduates are encouraged to apply.
- Basic knowledge of Windows 10/11 troubleshooting.
- Basic understanding of Microsoft 365 and email systems.
- Basic knowledge of computer networking and connectivity troubleshooting.
- Familiarity with printers, peripherals and common business applications.
- Good problem-solving and troubleshooting skills.
- Good verbal and written communication skills in Nepali and English.
- Patient, professional and customer-focused approach.
- Willingness to work in a rotating shift, including weekends and public holidays by rotation.
Preferred / Added Advantage
- CompTIA A+ or ITIL v4 Foundation certification.
- Previous experience in a Helpdesk, Service Desk, ISP Support, Contact Centre or BPO environment.
- Basic knowledge of Active Directory or Microsoft 365 Administration.
- Experience using ticketing systems or remote-support tools.
- Good typing and documentation skills.
