Remote IT Support Engineer (L1/L2)

• Respond to user support requests via phone, email, chat, and ticketing systems within defined SLAs
• Perform first-level troubleshooting and strive for first-call resolution using established standard operating procedures
• Resolve common IT issues, including: Password resets and user access management
• Printer and peripheral troubleshooting
• VPN and Wi-Fi connectivity issues
• Software installation, configuration, and updates
• Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system
• Escalate complex or unresolved issues to the L2 support team with detailed technical notes
• Assist end users with routine IT tasks and promote IT best practices

• 2–5 years of experience in a helpdesk, service desk, or remote IT support environment
• Working knowledge of Windows 10/11 and macOS environments
• Familiarity with Microsoft 365 and/or Google Workspace
• Experience using ticketing systems such as Jira Service Desk, Zendesk, or similar platforms
• Strong verbal and written communication skills
• Customer-oriented approach with solid problem-solving abilities
• Ability to stay organized and composed in a fast-paced support environment
• High school diploma or equivalent (required)
• Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus

Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus