Offer summary

Qualifications:

1-2 years of experience in a Helpdesk or Service Desk role, Basic knowledge of Microsoft 365 and Entra ID, Familiarity with Citrix and AVD environments, Competent written and verbal communication skills in English..

Key responsabilities:

Act as the first point of contact for technical support via various channels

Perform remote troubleshooting and initial triage of issues

Ensure proper ticket management and documentation

Conduct daily system health checks and escalate findings as necessary.

Job description

About the Client

Insentra is a global leader in professional and managed IT services, partnering exclusively with IT vendors and partners to deliver exceptional solutions. Insentra has grown to a global industry leader.

Their services include pre-sales, delivery, and support, focusing on enhancing partners' expertise and achieving desired outcomes. Insentra's commitment to security is demonstrated through their ISO certification.

Our people-first culture has made us one of the best places to work, where collaboration, integrity, and growth are at the heart of everything we do.

Responsibilities

Act as the first point of contact for technical support via web portal, email, or phone
Perform remote troubleshooting and initial triage
Identify and apply the best solutions or escalate issues as needed
Ensure proper ticket management, including documentation, clear handovers, and resolution notes
Provide L1 support, including basic Microsoft 365, Azure, Citrix, and server administration
Support Citrix and AVD environments by troubleshooting user issues, ensuring connectivity, and assisting with basic administration
Conduct daily system health checks, log and respond to findings; escalate where necessary
Follow existing processes and documented procedures consistently
Create and maintain knowledge articles and solutions
Relay client feedback to internal teams and help enhance service efficiency
Identify and suggest process improvements
Complete assigned tasks on time while maintaining quality and accuracy

Requirements

Requirements

1–2 years of experience in a Helpdesk or Service Desk role
ITIL v4 certification – not mandatory but highly valued
Basic knowledge of M365/Entra ID
Familiarity with Citrix and AVD
Understanding of secure operations principles (e.g., Zero Trust and Least Privileged)
Competent written and verbal communication skills in English
Shift roster: Must be amenable to a 24x7 work environment, including weekends and holidays