Remote Level 1 IT Support

About the role

We are looking for a Remote Level 1 IT Support team member to provide first-line technical assistance to customers and users. The role involves identifying common technical issues, providing basic troubleshooting, documenting cases, and escalating more complex problems to the appropriate technical team.

Key responsibilities

• Provide Level 1 technical support through email, chat, or other communication channels
• Assist users with account, login, application, and system-related issues
• Troubleshoot basic software and technical problems
• Follow standard troubleshooting procedures and support guides
• Collect screenshots, error messages, and relevant information from users
• Reproduce basic issues when necessary and report findings to the technical team
• Create and maintain support tickets with accurate information
• Escalate unresolved or advanced technical issues to Level 2 or the development team
• Follow up with users regarding the status of reported issues
• Maintain clear documentation of common problems and solutions

About you

• Basic knowledge of IT, software, web applications, or mobile applications
• Good problem-solving and communication skills
• Able to follow technical instructions and troubleshooting procedures
• Comfortable working independently in a remote environment
• Basic computer and internet troubleshooting knowledge
• Good English communication skills
• Previous IT support, customer support, software testing, or helpdesk experience is an advantage