Technical Support Specialist (L1 / Helpdesk)

Technical Support Specialist (L1 / Helpdesk)

Mandatory requirements:

• At least 1 year of experience in IT support (Helpdesk / L1)
• Confident user of Windows 10/11
• Basic understanding of:
  • Active Directory (users, groups, password resets)
  • RDS / RDP (connections, common login issues)
• Experience working with end users:
  • remote support (AnyDesk, RDP or similar tools)
  • ability to explain things without complex technical jargon
• Basic networking knowledge:
  • understanding of IP, DNS, VPN
  • skills in diagnosing network issues

Will be a plus:

• Experience with macOS / iOS
• Experience with Jira / Service Desk systems
• Understanding of:
  • VPN (user connections)
  • email services (Exchange / web)
  • basic RDS farm concepts

Key responsibilities:

• First-line user support:
  • login issues (RDS, VPN, email)
  • password resets, account lock/unlock (AD / email / VPN)
  • basic diagnostics (what is not working and where)
• Resolving standard incidents according to procedures
• Escalating more complex issues to L2 / L3 with clear details:
  • actions taken
  • errors encountered
  • logs / screenshots attached
• Working with tasks in Jira:
  • logging requests
  • meeting SLA (first response time — up to 5 minutes)
  • Following instructions and checklists

Work format:

• Fully remote
• Shift schedule (including evening and night shifts)