Who are we?



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.

• 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, i OS)
    
  • 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 Comp TIA 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.