Level 1 technical support specialist

We are looking for a talented and experienced L1 technical support specialist to join our creative team and contribute to the development of cutting-edge solutions that align with our commitment to excellence.

Requirements:

• 1+ years of experience on similar position

• Experience and strong knowledge of MSFT Defender/MSFT XDR/MSFT Sentinel

• Will be a plus Cybersecurity/IT Background

• Advanced English level

• Excellent problem-solving and communication skills.

• Ability to work both independently and collaboratively in a team environment.

Responsibilities:

1. User Assistance:

• Respond to user inquiries and issues via various communication channels such as phone, email, or chat.
• Provide guidance on software applications, hardware, and IT-related problems.

2. Issue Triage:

• Assess and prioritize incoming support requests based on urgency and impact on the users productivity.
• Categorize issues and assign them to appropriate support teams if needed

3. Basic Troubleshooting:

• Perform initial diagnostic procedures to identify the root cause of issues.
• Guide users through basic troubleshooting steps and solutions.

4. Password Resets:

• Handle password resets and account unlocks for various systems and applications.

5. Documentation:

• Maintain accurate records of user issues, resolutions, and common troubleshooting procedures.
• Create and update knowledge base articles to aid in issue resolution.

6. Software Installation and Updates:

• Assist users with the installation and configuration of software applications.
• Ensure that software and applications are up to date.

7. Hardware Support:

• Provide basic support for hardware-related issues such as connectivity problems, printer malfunctions, etc.

8. Escalation:

• Escalate more complex issues to higher-level support tiers or specialized teams.
• Provide detailed information to assist higher-level support in resolving escalated issues.

9. Remote Desktop Support:

• Use remote assistance tools to troubleshoot and resolve issues on users computers.

10. Security Awareness:

• Educate users on security best practices and assist in identifying and mitigating security threats.

What we offer:

• Remote job with the freedom to work from anywhere in the world.

• Work schedule: 9 AM - 5 PM EST & 5 PM - 9 AM EST

• Competitive and timely salary.

• Opportunities for professional growth and development.

• The chance to gain experience in various fields and participate in exciting projects.

• Your ideas and initiatives are always welcome and valued.