Backfill Tech Support

Backfill IT Tech Support

Location: Şişli, Istanbul, Turkey – 100% On-site

Type: Freelance / Contract, Backfill

Rate: 500 Turkish Lira per hour

Benefits:300 Turkish Lira food allowance per day worked + travel allowance paid

1. Role Overview

You'll act as a backfill for our internal IT team in Şişli, covering gaps during leave, peak workload, and project cutovers. The role is hands-on, user-facing, and focused on keeping staff productive with minimal downtime. You'll be the first point of contact for most IT issues and work closely with our 2nd/3rd line engineers for escalations.

2. Key Responsibilities

End-User Support

1. Respond to tickets, calls, and walk-ins for hardware, software, and network issues

2. Troubleshoot Windows 10/11 desktops, laptops, and peripherals on-site

3. Support Microsoft 365 apps: Outlook, Teams, OneDrive, SharePoint, Excel, Word

4. Perform password resets, MFA setup, and account unlocks in Active Directory/Azure AD

5. Configure and troubleshoot printers, scanners, video conferencing equipment

Systems & Infrastructure

6. Image and deploy new devices using MDT/Intune/Autopilot

7. Basic network troubleshooting: Wi-Fi, LAN, VPN connectivity, DNS, DHCP

8. Install and configure business apps, drivers, and security patches

9. Maintain asset register and ensure devices are tagged and tracked

10. Follow change management and ITIL-based incident management processes

Documentation & Process

11. Log all interactions in ServiceNow/Zendesk with clear notes and resolution steps

12. Create and update KB articles for common issues

13. Escalate complex issues to L2/L3 with proper handover documentation

14. Participate in handover meetings at shift start/end

3. Required Skills & Experience

1. 2-4 years in IT Helpdesk, Desktop Support, or similar role

2. Strong troubleshooting of Windows OS, hardware, and MS 365

3. Working knowledge of Active Directory, Azure AD, Group Policy basics

4. Understanding of TCP/IP, DNS, DHCP, VPN concepts

5. Experience with ticketing systems and remote support tools like TeamViewer, AnyDesk, RDP

6. Professional English and local language - for documentation, communication and vendor calls

7. Customer-focused mindset with patience for non-technical users

4. Nice to Have

1. ITIL Foundation certification

2. Experience with Intune, Autopilot, SCCM

3. Basic Linux/macOS support

4. Experience in a multi-national or fast-paced environment

5. Schedule & Coverage

1. Work is scheduled as and when needed

2. Shifts are confirmed in advance

3. No remote work – all support is on-site in Şişli due to data security requirements

4. You will receive your schedule in advance unless there is a need or an emergency