Job Summary

Houston Skilled Consultancy is seeking a dedicated and technically skilled Virtual IT Support Analyst to join our remote support team. This role is ideal for individuals who excel in troubleshooting, customer communication, and providing top-notch IT assistance in a virtual environment. As part of our night shift operations, you will be responsible for resolving technical issues, supporting end-users, and maintaining high service standards across multiple platforms. This is an excellent opportunity for candidates who are proactive, eager to learn, and ready to contribute in a fast-paced technology-driven environment.

Key Responsibilities

• Provide remote technical assistance to end-users via phone, chat, email, and ticketing systems.

• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.

• Support users with system access, password resets, VPN connectivity, and software installation.

• Monitor and escalate unresolved issues to higher-level teams following established escalation protocols.

• Maintain accurate documentation of incidents, service requests, and resolutions.

• Ensure timely follow-up on open tickets to meet or exceed SLA targets.

• Assist in maintaining and updating knowledge base articles for internal and end-user use.

• Collaborate with internal teams to improve IT support processes and customer satisfaction.

• Adhere to security, compliance, and data protection policies strictly.

Required Skills and Qualifications

• Strong understanding of Windows OS, basic networking, and remote desktop tools.

• Proficiency in using ticketing systems (ServiceNow, Jira, Zendesk, or similar).

• Excellent communication skills with a customer-centric mindset.

• Ability to prioritize tasks and manage time effectively.

• Basic knowledge of Office 365, troubleshooting email issues, and application support.

• Ability to work independently with minimal supervision.

• Strong analytical and problem-solving ability.

Experience

• 0–2 years of experience in IT support, helpdesk, service desk, or a technical assistance role.

• Freshers with strong technical knowledge and good communication skills are encouraged to apply.

• Candidates with IT certifications (CompTIA A+, N+, Microsoft certifications) will have an added advantage.

Working Hours

• Night Shift (India Time)

• Full-time remote position

• Flexibility required based on business needs

• Immediate joiners preferred

Knowledge, Skills, and Abilities

• Ability to troubleshoot standard IT issues efficiently and accurately.

• Strong understanding of remote support tools and cloud-based applications.

• High attention to detail and commitment to meeting service delivery standards.

• Ability to remain calm and composed during high-volume or complex issue periods.

• Willingness to learn new technologies and adapt to dynamic environments.

Benefits

• Work-from-home convenience with all-remote support operations.

• Competitive compensation based on experience.

• Training and development opportunities to advance your IT career.

• Supportive team environment with continuous learning.

• Performance-based incentives and growth opportunities.

Why Join Us?

At Houston Skilled Consultancy, we believe in empowering our people. Joining us means becoming part of a team that values innovation, collaboration, and career development. You will work with industry professionals, gain hands-on experience in IT support, and build a strong foundation for your future in technology. We offer a stable work environment, clear growth paths, and the opportunity to upskill continuously.

How to Apply

Interested candidates can apply by sending their updated resume to us with the subject line: Application for Virtual IT Support Analyst – Night Shift.
Shortlisted candidates will be contacted for the interview process immediately.