Level 1 / Level 2 Support Technician - Remote

Overview

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.

In Short

• 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.

Requirements

• Strong customer service skills.
• Attention to detail.
• Experience with technical support.
• Knowledge of Windows and Office 365.
• Ability to troubleshoot hardware and software issues.
• Experience with ticketing systems.
• Ability to manage multiple tasks effectively.
• Excellent communication skills.

Benefits

• Work from home.
• Flexible working hours.
• Opportunities for professional development.
• Supportive team environment.