First Level IT Support

We are looking for a First Level IT Support Technician to join our IT team in a fully remote role. The position provides first-line technical support to internal users across different countries and global regions, helping ensure smooth and efficient IT operations.

Due to the international scope of the role, working hours may include evening or night shifts, depending on the regions being supported.

Key Responsibilities

• Provide first-level IT support to internal users via ticketing systems, email, and remote support tools.
• Support users located in multiple countries and time zones.
• Diagnose and resolve basic hardware, software, and connectivity issues.
• Document incidents, requests, and resolutions accurately in the IT ticketing tool.
• Escalate complex or unresolved issues to second-level support teams.
• Support user onboarding and offboarding (accounts, permissions, basic setup).
• Follow IT procedures, standards, and security policies.
• Contribute to improving support processes and user experience.

Working Model & Schedule

• Fully remote position.
• Shift-based role, with flexibility to work evening or night shifts to support global regions.
• Shift planning will be organized in advance according to business needs.

Technical additions 

• Password resets / account unlocks
• User and permission management
• Remote troubleshooting tools
• Identity / user management

Ticket handling 

• SLAs / prioritization
• Ability to prioritize tickets based on urgency and impact

Knowledge base / documentation

• maintaining FAQs, runbooks, and standard solutions