Level 1 (L1) Support Technician
Skopje, Macedonia
Full-time
Job Summary
We are looking for a highly motivated and customer-focused Level 1 Support Technician to join our dynamic IT team. In this entry-level position, you will act as the primary point of contact for end-users facing technical challenges. Your main duty will be to deliver prompt and efficient resolutions to routine IT issues through phone, email, chat, or remote tools, while promptly escalating more advanced problems to senior support tiers. This role is perfect for an individual with a strong passion for technology and a commitment to exceptional user support, offering clear pathways for career advancement in IT.
Key Responsibilities
- Promptly respond to user support requests, thoroughly documenting all interactions, issues, and resolutions within the ticketing system.
- Conduct initial troubleshooting and resolve common technical issues, including password resets, software installations, network connectivity problems, and printer configurations.
- Provide clear, step-by-step guidance on the use of standard hardware (e.g., desktops, laptops, and peripherals) and software applications (e.g., Microsoft Office, email clients, and operating systems).
- Escalate complex or unresolved issues to Level 2/3 support teams, retaining ticket ownership and ensuring timely follow-up with users.
- Support new user onboarding by setting up accounts and performing basic device configurations.
- Maintain precise records of IT assets, inventory, and knowledge base articles to enhance future troubleshooting efficiency.
- Deliver remote assistance using industry-standard tools such as remote desktop software.
- Actively contribute to team improvement by identifying recurring issues and proposing actionable solutions.
Qualifications and Requirements
- Higher education qualification required (e.g., Bachelor's or Associate's degree in IT, Computer Science, Information Technology, or a related field; equivalent professional certifications or experience may be considered).
- Entry-level role: 0-2 years of experience in IT support or customer service; recent graduates are strongly encouraged to apply.
- Solid foundational knowledge of Windows and Mac operating systems, Microsoft Office Suite, and basic networking principles.
- Familiarity with help desk ticketing systems (e.g., ServiceNow, Zendesk) is advantageous.
- Strong command of English, both verbal and written, with the ability to clearly and professionally explain technical concepts to non-technical users.
- Excellent problem-solving abilities, patience, and a genuine customer-centric approach.
- Capability to thrive in a fast-paced environment while managing multiple priorities effectively.
- Availability to work Monday through Friday, 8:00 AM to 5:00 PM US Eastern Standard Time (EST).
Preferred Skills and Certifications
- Relevant certifications such as CompTIA A+, Google IT Support Professional Certificate, or Microsoft Certified Fundamentals.
- Hands-on experience with remote support tools, Active Directory, or hardware troubleshooting.
Compensation and Benefits
- Competitive based on experience and qualifications
- Comprehensive benefits package, paid time off, and ongoing professional development opportunities.
- Collaborative and supportive team environment with continuous training and growth potential.