Technical Support Agent – Level 1 & 2

About the role

We are seeking a Technical Support Agent to join our support team and deliver high‑quality service to end users. You will handle Level 1 and Level 2 incidents, assist with routine maintenance, and help improve our support processes.

Key responsibilities

• Receive, triage, and manage incidents through the ticketing system.
• Diagnose and resolve software and hardware issues on workstations, printers, messaging, and IP telephony.
• Provide remote assistance and on‑site support when required.
• Escalate complex cases to higher‑level teams with detailed technical information.
• Maintain and deploy standard IT equipment, including setup, configuration, updates, and imaging.
• Document solutions and contribute to continuous improvement of support procedures.

Required profile

• IT training or equivalent experience in end‑user support.
• Proven experience in Level 1 and Level 2 support, preferably across multiple sites.
• Strong knowledge of Windows and macOS operating systems.
• Basic networking understanding (LAN/WAN, Wi‑Fi, VPN).
• Familiarity with Microsoft 365 and/or Google Workspace.

Required skills

• Windows operating system
• macOS operating system
• LAN/WAN networking
• Wi‑Fi and VPN connectivity
• Microsoft 365 suite
• Google Workspace
• Ticketing and remote support tools
• PowerShell scripting (optional)
• Hardware troubleshooting (workstations, printers, IP telephony)
• Imaging and device deployment

What we offer

• Collaborative team and supportive work environment.
• Combination of on‑site and remote working options.
• Competitive compensation based on experience.
• Potential for role extension or career evolution.