[Remote] L1 Service Desk Technician *

Note: The job is a remote job and is open to candidates in USA. Virtual Service Operations is searching for an enthusiastic L1 Service Desk Technician to join their team supporting a major hospitality and retail client. The role involves providing 24×7 remote support, focusing on customer service, efficient triage, and timely issue resolution. Responsibilities Serve as the first point of contact for all technical support requests via phone, email, and self-service portal Answer incoming support calls within 30 seconds and maintain abandon rate below 5% Perform password resets, account unlocks, and basic user account maintenance in Active Directory/Entra ID Provide basic troubleshooting for Windows/macOS computers, mobile devices, and common M365 applications (Outlook, Teams, OneDrive) Assist end users with standard 'how-to' questions and walk them through basic technical procedures Triage and categorize all incoming tickets by priority (P1-P4) and route to appropriate support teams Document all support interactions in ManageEngine ServiceDesk Plus with clear, detailed notes Search and utilize knowledge base articles to resolve common issues efficiently Provide remote assistance using ManageEngine tools for basic desktop support Escalate complex issues to L2 Support or L3 Support as needed while maintaining ownership of ticket tracking Follow up with end users to confirm issue resolution and gather satisfaction feedback Support basic troubleshooting for Oracle Simphony 2 POS systems, kiosks (Qikserve/XPR), and Meraki network connectivity (escalating advanced issues) Maintain SLA compliance for response times Participate in 24×7×365 on-call rotation including nights, weekends, and holidays Contribute to achieving team CSAT target of =4/5 Skills 1-2 years of experience in technical support, help desk, or customer service role Strong customer service orientation with excellent phone etiquette Excellent verbal and written communication skills in English Ability to remain calm and professional under pressure Willingness to work flexible shifts including nights, weekends, and holidays as part of 24×7 coverage Able to work 100% remotely (nearshore or onshore location) Must be authorized to work in the United States Basic computer literacy and eagerness to learn new technologies Basic knowledge of Windows 10/11 and macOS operating systems Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) Understanding of mobile device basics (iOS and Android) Basic understanding of Active Directory/Entra ID for password resets and account unlocks Awareness of POS systems, kiosks, and retail/hospitality technology (training provided) Basic networking knowledge (Wi-Fi connectivity, VPN basics) Ability to learn and use remote support tools (ManageEngine or similar) Comfort with ticketing systems and documentation practices CompTIA A+ certification or equivalent Previous help desk or call center experience Experience with ticketing systems (ManageEngine, ServiceNow, Jira Service Management, etc.) Exposure to retail, hospitality, or restaurant technology environments Bilingual capabilities (Spanish/English) a plus Benefits Health benefits Flexible work arrangements Ongoing learning and development opportunities Company Overview Virtual Service Operations is an IT solution provider that specializes in tool-based cloud management systems and deployment solutions. It was founded in 2017, and is headquartered in Nokesville, Virginia, USA, with a workforce of 201-500 employees. Its website is