Level 1 / Level 2 Support Technician

We are looking for a highly motivated and detail-oriented Level 1 or Level 2 Support Technician to join our remote team. In this role, you will serve as the first point of contact for our clients, providing top-notch technical support over the phone, through email, and via our ticketing system. Exceptional customer service skills and a strong focus on attention to detail are critical for success in this role.

Key Responsibilities

• Respond to inbound support requests via phone, email, and ticketing systems.
• Provide technical assistance and troubleshooting for hardware, software, and network-related issues.
• Accurately log all support interactions and document solutions in the ticketing system.
• Escalate complex issues to higher-level technicians when necessary, ensuring clear documentation and communication.
• Follow standard operating procedures and contribute to improving knowledge base articles.
• Maintain a high level of professionalism, empathy, and efficiency in every client interaction.
• Prioritize and manage multiple tickets while meeting service-level agreements (SLAs).
• Support common platforms such as Windows, Office 365, remote desktop tools, antivirus, VPN, printers, etc.

Required Qualifications

• 1–3 years of experience in a technical support or help desk role (Level 1 or 2).
• Excellent verbal and written communication skills in English (B2+ level or higher).
• Strong customer service orientation with a calm and empathetic demeanor.
• Exceptional attention to detail and the ability to follow documented processes precisely.
• Solid troubleshooting skills with common operating systems, productivity software, and basic networking.
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Autotask, ConnectWise, or similar).
• Ability to work independently and stay organized in a remote environment.
• Experience supporting U.S.-based clients or working in a managed service provider (MSP) environment.
• Technical certifications such as CompTIA A+, Network+, Microsoft MTA/MCP are a plus.
• Knowledge of Active Directory, Office 365 administration, or remote monitoring tools.
  

• 100% remote work opportunity.
• Collaborative and supportive team culture.
• Opportunity to work with international clients and cutting-edge technology.
• Long-term career development for motivated and detail-oriented individuals.