Technical Support Specialist (Helpdesk)

#vacancy #Technical Support Specialist (L1/Helpdesk) #helpdesk #remote — $1000

Required skills:

1+ year of experience in IT support (Helpdesk / L1)
Confident Windows 10/11 user
Basic understanding of:
Active Directory (users, groups, password resets)
RDS / RDP (connections, common login issues)
Experience working with end users:
remote assistance tools (AnyDesk, RDP, or similar)
ability to explain technical issues in simple, non-technical language
Basic networking knowledge:
understanding of IP, DNS, VPN
network troubleshooting skills

Will be a plus:

Experience with macOS / iOS
Experience with Jira / Service Desk systems
Understanding of:
VPN user connections
mail services (Exchange / web mail)
Basic understanding of RDS farms

Main responsibilities:

First-line user support:
login issues (RDS, VPN, email)
password resets, account lock/unlock (AD / email / VPN)
basic diagnostics (what exactly is not working and where)
Resolving standard incidents according to procedures
Escalating more complex tasks to L2 / L3 with clear descriptions:
actions already taken
encountered errors
attached logs / screenshots
Working with tasks in Jira:
ticket registration
SLA compliance (first response time within 5 minutes)
Following internal instructions and checklists

Work format:

Fully remote position
Shift-based schedule (including evening and night shifts)