KairosIT is hiring a Level 1 / Level 2 Support Technician to serve as the first point of contact for our clients. In this role, you will provide top-notch technical support remotely, handling inbound requests and troubleshooting a variety of technical issues.
What You'll Do
- 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).
What We're Looking For
- 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.
Nice to Have
- Technical certifications such as CompTIA A+, Network+, Microsoft MTA/MCP are a plus.
- Knowledge of Active Directory, Office 365 administration, or remote monitoring tools.
Technical Stack
- Windows
- Office 365
- Remote desktop tools
- Antivirus
- VPN
- Printers
- Active Directory
- Remote monitoring tools
Benefits & Compensation
- 100% remote work opportunity.
- Collaborative and supportive team culture.
- Opportunity to work with international clients.
- Long-term career development for motivated and detail-oriented individuals.
Work Mode
This role operates in a global, fully remote environment.
