Join our team as an Entry-Level Help Desk Technician providing remote technical support for users facing everyday IT issues. Assist with troubleshooting hardware and software problems, guide users through solutions, and maintain system efficiency. Ideal for recent graduates eager to build foundational skills in IT support and problem-solving in a supportive environment.

As an Entry-Level Help Desk Technician at Aura Marketing Group, you will dive into the world of remote technical support, assisting clients with a variety of IT challenges. This role is perfect for new graduates or those with minimal experience who are passionate about technology and helping others. You will handle incoming support requests via email, chat, and phone, diagnosing common issues such as connectivity problems, software glitches, and basic hardware malfunctions.

Your day-to-day responsibilities will include logging tickets in our support system, prioritizing urgent matters, and collaborating with senior technicians for more complex resolutions. You will learn to use remote desktop tools to access user systems securely, guiding them step-by-step through fixes without needing physical presence. Emphasis will be placed on developing strong troubleshooting methodologies, starting from simple checks like restarting devices to more involved diagnostics using built-in system tools.

Mentorship is a core part of this position. You will shadow experienced support staff during your initial weeks, gaining insights into best practices for customer interaction and efficient problem resolution. We focus on foundational concepts like understanding operating systems (Windows and macOS), basic networking principles, and common peripherals such as printers and scanners. Training will cover popular ticketing systems like Zendesk or Jira, ensuring you become proficient in tracking and updating support cases.

This role offers hands-on learning opportunities with real-world projects. For instance, you might assist in rolling out software updates across client devices or contribute to knowledge base articles based on recurring issues. We encourage a growth mindset, providing access to online resources and internal workshops on emerging tech support trends, such as AI-assisted diagnostics and cybersecurity basics for end-users.

Beyond technical skills, you will hone soft skills like clear communication and patience, essential for de-escalating frustrated users. Regular feedback sessions will help you track progress and identify areas for improvement. As you gain confidence, you may take on small projects like scripting simple automation tasks or participating in team audits of support processes.

Aura Marketing Group values work-life balance in this remote setup, allowing flexible hours to accommodate learning. By the end of your tenure, you will have a solid portfolio of resolved cases, preparing you for advanced IT roles. This position is designed to launch your career in technical support, emphasizing practical experience over prior expertise.

• Basic understanding of computer hardware and software fundamentals.
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication abilities for user interactions.
• Familiarity with Windows or macOS operating systems.
• 0-1 year of experience in customer service or IT support; enthusiasm for learning is key.
• Reliable internet connection for remote work and willingness to adapt to ticketing systems.

• One-on-one mentorship from seasoned IT support professionals to accelerate your learning curve.
• Access to comprehensive training modules on troubleshooting tools and remote support software.
• Opportunities for career development through internal advancement programs and skill-building workshops.
• Flexible remote work schedule to support work-life balance while gaining hands-on experience.
• Collaborative team environment fostering knowledge sharing and professional growth.