Key Responsibilities
- Provide Level 1 IT support for end users via ticketing systems and communication tools
- Troubleshoot and resolve common issues related to:
- Email and calendar Printers and basic network connectivity Application access requests Device performance and login issues
- Printers and basic network connectivity
- Application access requests
- Device performance and login issues
- Manage user accounts in Active Directory (password resets, account unlocking)
- Use ticketing systems to document, track, and resolve incidents following SOPs
- Escalate issues to Tier 2 support when appropriate
- Ensure clear, empathetic, and professional communication with users
- Collaborate effectively with cross-functional and distributed team
- Printers and basic network connectivity
- Application access requests
- Device performance and login issues
- Printers and basic network connectivity
- Application access requests
- Device performance and login issues
Must-have Skills
- Sounds awesome, right? Now, let’s make sure you’re a good fit for the role.
- English proficiency B2 or higher (spoken and written)
- Strong customer service mindset with empathy and clarity in user interactions
- Logical problem-solving skills and ability to work under pressure
- Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Basic knowledge of Active Directory concepts
- Experience or exposure to Remote Monitoring and Management (RMM) tools
- Experience with ticketing systems such as Jira, Zendesk, or Freshdesk
- Basic troubleshooting experience with Windows and/or macOS
- Ability to follow documented procedures and internal guidelines accurately
- Strong organizational skills and ability to prioritize tasks
Nice to Have
- Basic knowledge of Linux, and Windows.
- Basic knowledge in Networking (tunnels, 802.1x, firewalls, Switching, WiFi).
- Basic python scripting.
- Industry related certifications (ITIL, Network+, A+, CCNA, etc.)
What we offer
- A High-Impact Environment
- Commitment to Professional Development
- Flexible and Collaborative Culture
- Global Opportunities
- Vibrant Community
- Total Rewards
- *Specific benefits are determined by the employment type and location.
- Find out more about our culture here.
