Level 1 technical support specialist

We are looking for a talented and experienced L1 technical support specialist to join our creative team and contribute to the development of cutting-edge solutions that align with our commitment to excellence. Requirements: - 1+ years of experience on similar position - Experience and strong knowledge of MSFT Defender/MSFT XDR/MSFT Sentinel - Will be a plus Cybersecurity/IT Background - Advanced English level - Excellent problem-solving and communication skills. - Ability to work both independently and collaboratively in a team environment. Responsibilities: 1. User Assistance: - Respond to user inquiries and issues via various communication channels such as phone, email, or chat. - Provide guidance on software applications, hardware, and IT-related problems. 2. Issue Triage: - Assess and prioritize incoming support requests based on urgency and impact on the users productivity. - Categorize issues and assign them to appropriate support teams if needed 3. Basic Troubleshooting: - Perform initial diagnostic procedures to identify the root cause of issues. - Guide users through basic troubleshooting steps and solutions. 4. Password Resets: - Handle password resets and account unlocks for various systems and applications. 5. Documentation: - Maintain accurate records of user issues, resolutions, and common troubleshooting procedures. - Create and update knowledge base articles to aid in issue resolution. 6. Software Installation and Updates: - Assist users with the installation and configuration of software applications. - Ensure that software and applications are up to date. 7. Hardware Support: - Provide basic support for hardware-related issues such as connectivity problems, printer malfunctions, etc. 8. Escalation: - Escalate more complex issues to higher-level support tiers or specialized teams. - Provide detailed information to assist higher-level support in resolving escalated issues. 9. Remote Desktop Support: - Use remote assistance tools to troubleshoot and resolve issues on users computers. 10. Security Awareness: - Educate users on security best practices and assist in identifying and mitigating security threats. What we offer: - Remote job with the freedom to work from anywhere in the world. - Work schedule: 9 AM - 5 PM EST & 5 PM - 9 AM EST - Competitive and timely salary. - Opportunities for professional growth and development. - The chance to gain experience in various fields and participate in exciting projects. - Your ideas and initiatives are always welcome and valued. Originally posted on Himalayas