We are looking for a highly motivated and detail-oriented Level 1 or Level 2 Support Technician to join our remote team. In this role, you will serve as the first point of contact for our clients, providing top-notch technical support over the phone, through email, and via our ticketing system. Exceptional customer service skills and a strong focus on attention to detail are critical for success in this role. Key Responsibilities - Respond to inbound support requests via phone, email, and ticketing systems. - Provide technical assistance and troubleshooting for hardware, software, and network-related issues. - Accurately log all support interactions and document solutions in the ticketing system. - Escalate complex issues to higher-level technicians when necessary, ensuring clear documentation and communication. - Follow standard operating procedures and contribute to improving knowledge base articles. - Maintain a high level of professionalism, empathy, and efficiency in every client interaction. - Prioritize and manage multiple tickets while meeting service-level agreements (SLAs). - Support common platforms such as Windows, Office 365, remote desktop tools, antivirus, VPN, printers, etc. Requirements Required Qualifications - 1–3 years of experience in a technical support or help desk role (Level 1 or 2). - Excellent verbal and written communication skills in English (B2+ level or higher). - Strong customer service orientation with a calm and empathetic demeanor. - Exceptional attention to detail and the ability to follow documented processes precisely. - Solid troubleshooting skills with common operating systems, productivity software, and basic networking. - Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Autotask, ConnectWise, or similar). - Ability to work independently and stay organized in a remote environment. - Experience supporting U.S.-based clients or working in a managed service provider (MSP) environment. - Technical certifications such as CompTIA A+, Network+, Microsoft MTA/MCP are a plus. Knowledge of Active Directory, Office 365 administration, or remote monitoring tools. Benefits - 100% remote work opportunity. - Collaborative and supportive team culture. - Opportunity to work with international clients and cutting-edge technology. - Long-term career development for motivated and detail-oriented individuals.