Job Description Who are we?
Fulcrum Digital is a leading business platform and digital engineering services company.
We partner with global companies from diverse industries: fintech, insurance, higher education, and e-commerce.
Founded in 1999, Fulcrum Digital has 1300+ employees, empowering 100+ global clients from its facilities in the US, LATAM, Europe and India.
With expertise in digital transformation, machine learning and emerging technologies, we offer a consulting-led, integrated suite of enterprise-grade software products, services, and solutions.
The Role : Remote, LATAM Contract We are looking for a proactive and detail-oriented Help Desk Engineer to provide excellent over-the-phone and remote technical support.
The ideal candidate will be responsible for resolving technical issues, managing system builds, and providing support across a variety of devices, applications, and systems.
Strong communication skills and the ability to troubleshoot effectively are essential to this role.
What you'll do?
Over-the-Phone Support : Deliver clear, confident, and concise technical support to users over the phone.
Helpdesk Ticket System : Manage and resolve issues using our ticketing system to ensure timely responses and resolution.
Software & Hardware Support : Troubleshoot and resolve issues related to: MS Office, O365, and Intune Windows 10 (installations, troubleshooting, and configuration) Mobile Devices (Android, iOS) Laptop and Desktop Builds (hardware and software installation) Anti-Virus solutions Printer Installation & Troubleshooting WIFI and network connectivity issues Active Directory : Manage and maintain user accounts, permissions, and password resets.
VPN & Remote Support : Assist users with VPN setup and remote access troubleshooting.
Track Time Worked : Record and submit daily working hours accurately.
Network Support : Assist with basic network troubleshooting related to printers, routers, and wireless connectivity.
Requirements Proven experience in over-the-phone technical support , with the ability to convey technical information clearly to non-technical users.
Proficiency in MS Office, O365, Intune , and general troubleshooting of mobile devices and software.
Hands-on experience with Windows 10 , laptop/desktop builds , and anti-virus software .
Strong knowledge of Helpdesk Ticket Systems .
Experience managing Active Directory , VPNs , and basic network troubleshooting (WIFI, printers, etc.).
Ability to work in a fast-paced environment, tracking time and documenting work thoroughly.
Excellent communication skills with a strong customer-service focus.
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Relevant certifications (such as CompTIA A+, Microsoft Certified Professional) are a plus.
Nice to Have : Experience with Manage Engine Service Desk Plus .
Basic knowledge of SQL for database queries or troubleshooting.
Requirements Help Desk
