IT Support (Helpdesk / L1)

Mandatory requirements:

• At least 1 year of experience in IT support (Helpdesk/L1)
• Confident user of Windows (10/11)
• Basic understanding of:
  • Active Directory (users, groups, password resets)
  • RDS/RDP (connections, common login issues)
• Experience working with users:
  • remote support (AnyDesk / RDP / similar tools)
  • ability to communicate without heavy technical jargon
• Basic networking knowledge:
  • understanding of IP, DNS, VPN
  • ability to diagnose network issues

Nice to have:

• Experience with MacBook/iOS
• Experience with Jira / Service Desk systems
• Understanding of how VPN (user connections) and email (Exchange / web) work
• Basic understanding of RDS farms

Responsibilities:

• First-line user support:
  • login issues (RDS, VPN, email)
  • password resets, account lock/unlock (AD/email/VPN)
  • basic diagnostics (what is not working and where)
• Resolving typical incidents according to procedures
• Escalating complex issues to L2/L3 with clear descriptions:
  • steps taken
  • errors encountered
  • logs / screenshots
• Working with tasks in Jira:
  • logging requests
  • meeting SLA (first response time within 5 minutes)
  • following instructions and checklists

Format:

• Fully remote
• Shift-based schedule (including evening/night shifts)