About the Role

AWT 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.