Technical Support Specialist L1

Summary

Join Syrve, a leading international software solutions provider, as a Technical Support Engineer. You will be the primary point of contact for clients, resolving technical issues related to software and hardware. This role requires experience in technical support, troubleshooting skills, and excellent communication. You will diagnose and resolve problems, escalate complex issues, and provide training and support to clients. Syrve offers remote work options, flexible hours, and various benefits, including health insurance and English class compensation.

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. AnyDesk, TeamViewer)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field

Responsibilities

• Enjoy helping users no matter what issues they experience
• Registration of all client requests in the task management service
• Ask customers targeted questions to quickly understand the root of the problem
• Provide prompt and accurate feedback to clients
• Properly escalate unresolved issues to appropriate internal teams
• Providing advice to clients on using the software
• Prioritize and manage several open issues at one time
• Receiving and resolving requests via email
• Acting as the first line of support for various integration
• Creating new instructions in the knowledge base
• Maintain jovial relationships with clients

Preferred Qualifications

Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Benefits

• Working with an international company
• Remote work option, ability to work from any location
• Flexible start of the working day
• Compensation for English classes
• Health insurance
• Work schedule is 2-2 or 5-2