Position: 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 to identify what is not working and where
- Resolving standard incidents according to procedures
- Escalating complex issues to L2 / L3 with clear details: actions taken, errors encountered, logs/screenshots
- Working with tasks in Jira: logging requests and meeting SLA (first response time — up to 5 minutes)
- Following instructions and checklists
Work format: Fully remote, shift schedule (including evening and night shifts).