Technical Support Specialist (L1/L2)

We are looking for a Technical Support Specialist (L1/L2) to join our support team and provide customer-facing technical assistance for hardware, software, and connectivity-related issues. In this role, you will handle first- and second-level support requests, troubleshoot Windows environments and basic network issues, assist with device (IoT/data logger) configuration, and escalate complex technical cases to higher-level engineering teams when needed. You will work closely with Team Leaders, QA, Operations, and Engineering to ensure high-quality service delivery, accurate documentation, and continuous process improvement. This role combines technical troubleshooting with customer communication and requires a structured, solution-oriented mindset.

Requirements: ✔️Experience in L1/L2 technical support or IT service desk roles ✔️Basic knowledge of Windows Server environments ✔️Basic MS SQL knowledge (user-level: queries, validation, data checks) ✔️Fundamental understanding of network technologies and protocols ✔️Experience configuring or supporting IoT devices or measurement data loggers (or strong willingness to learn) ✔️Confident in written and spoken English ✔️Independent, reliable, and detail-oriented working style ✔️Technical and solution-oriented mindset ✔️Strong interpersonal and communication skills

Responsibilities: ➖Provide L1/L2 technical support via email, chat, and calls ➖Troubleshoot Windows environment issues and basic network connectivity problems ➖Perform basic MS SQL checks and validate measurement or system data ➖Support configuration and deployment of IoT devices/data loggers following documented procedures ➖Collect logs, reproduce issues, and prepare structured escalations for L3 / Engineering teams ➖Maintain accurate ticket documentation in CRM/helpdesk systems ➖Follow internal workflows, SLAs, and quality standards ➖Contribute to knowledge base creation and continuous process improvements ➖Collaborate with Team Leaders, QA, Operations, and Engineering

Would be a plus: ✔️Experience with Zendesk and similar ticketing platforms ✔️Previous BPO / outsourcing experience ✔️Technical education or certifications ✔️Experience supporting SaaS or hardware-enabled products ✔️Familiarity with structured troubleshooting methodologies

Work conditions: ➖Remote work. ➖The probation period is two months. ➖2 non-fixed days off per week. ➖3 types of work shifts:

• M - 8:00-16:00
• D - 16:00-0:00
• N - 0:00-8:00