Remote Service Desk Technician

At Glo, we believe technology should make life easier - and our fantastic Service Desk Technicians are the people who make that happen. We're looking for someone who's friendly, curious, and technically capable; someone who enjoys solving problems, talking to people, and keeping systems running smoothly. If you take pride in doing things properly and delivering support with a smile (even on the busy days), you'll fit right in. What You'll Do

• Provide first-line and second-line technical support across Windows, macOS, networking, and common business applications.

• Troubleshoot hardware, software, and connectivity issues - getting users back up and running quickly and confidently.

• Log, manage, and resolve tickets through our service desk tools (e.g. ServiceNow, Jira, Remedy) with clear and accurate notes.

• Set up and maintain user accounts, devices, and permissions, including Active Directory tasks and endpoint configuration.

• Support the rollout of updates, deployments, and routine maintenance tasks alongside the wider technical team.

• Escalate complex issues appropriately, ensuring smooth handover and great communication throughout.

• Contribute to our internal knowledge base by documenting fixes, processes, and best practice.

• Deliver excellent customer service - clear communication, patience, and a helpful attitude every time.

• Previous experience in an IT support or service desk role.

• Strong troubleshooting ability across Windows and macOS environments.

• A solid understanding of networking basics (LAN, VPN, DNS, TCP/IP).

• Familiarity with Active Directory and common enterprise tools such as SCCM, ServiceNow, Jira, or Remedy.

• Good problem-solving skills and a calm, logical approach under pressure.

• A genuine desire to help people - clear communication, empathy, and patience are essential.

• Willingness to learn, grow, and adapt as new technologies and processes evolve.

Glo is a people-first IT partner built on clarity, honesty, and high standards. We're a friendly, tight-knit team with over 30 years' collective experience - and we take real pride in supporting clients the right way. No jargon, no cutting corners, just dependable service and a supportive environment that helps you grow. You'll have the chance to learn from experienced colleagues, strengthen your technical skills, and be part of a business that genuinely values teamwork, trust, and quality service.