L1/L2 Technical Support Officer

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Act as the primary point of contact for customer support inquiries received via phone, email, chat, and ticketing systems.

• Record, classify, prioritize, and manage support tickets until resolution, ensuring customers are kept informed and that agreed SLAs are met.

• Diagnose common issues related to accounts, access, passwords, software installations, connectivity, email, and hardware by utilizing knowledge-base articles and established procedures.

• Examine escalated L2 issues across various applications, Windows/macOS systems, networks, and configurations; perform remote support sessions, replicate issues, analyze logs, identify root causes, and collaborate with engineering teams or third-party vendors.

• Keep detailed ticket notes and incident reports, assist with shift handovers, highlight recurring problems, and create or update knowledge-base documentation.

⛳️ Requirements

• Bachelor’s degree in Computer Science, IT, Engineering, or a related discipline.

• 1–4 years of experience in technical support, IT helpdesk, or service desk roles, encompassing L1 and/or L2 support.

• Exceptional spoken and written English skills (C1 level or higher) are essential, as the role involves direct communication with customers.

• Strong troubleshooting capabilities across Windows/macOS, Microsoft 365, basic networking (TCP/IP, DNS, DHCP, VPN), and common business applications.

• Practical experience with ticketing systems like Jira Service Management, Zendesk, Freshdesk, or ServiceNow.

• Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, RDP).

• A strong customer-service orientation, patience, and effective communication skills, even under pressure.

• Availability to work fixed shifts in alignment with Australian business hours (AEST/AEDT), including early-morning hours.

• Must be a resident of Egypt.

• Preferred: ITIL Foundation, CompTIA A+/Network+, or Microsoft certifications.

• Preferred: Experience providing support to Australian, UK, or US customers.

• Preferred: Knowledge of Active Directory / Entra ID, Intune, or cloud platforms (Azure, AWS).

• Preferred: Basic scripting knowledge in PowerShell, Bash, or SQL.

🏝️ Benefits

• Opportunity to work in a dynamic and supportive environment.

• Access to continuous learning and professional development resources.

• Competitive salary and benefits package.