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.
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