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
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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
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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.
Originally posted on Himalayas
Time-zone restrictions (UTC offsets): -10, -9, -8, -7, -6, -5, 14