First Level IT Support Technician (Remote)

About the role

We are seeking a First Level IT Support Technician to join our global IT team on a fully remote basis. You will provide first‑line technical assistance to internal users across multiple countries and time zones, ensuring smooth daily operations and a positive user experience.

Key responsibilities

• Deliver first‑level support via ticketing system, email and remote tools.
• Diagnose and resolve basic hardware, software and connectivity issues.
• Document incidents, requests and resolutions accurately.
• Escalate complex cases to second‑level support.
• Assist with user onboarding and off‑boarding, including account and permission setup.
• Follow IT procedures, security policies and service‑level agreements.
• Contribute to knowledge‑base articles, FAQs and runbooks.

Required profile

• Previous experience in IT Support, Service Desk or Helpdesk.
• Strong communication skills and ability to work with users from diverse cultures.
• Fluent English; additional languages are a plus.
• Willingness to work shift‑based hours, including evenings or nights, to support global regions.

Required skills

• Windows operating system.
• Microsoft 365 suite (Outlook, Teams, SharePoint).
• IT ticketing systems.
• Remote troubleshooting tools.
• User and permission management.
• Basic knowledge of Active Directory (nice to have).

What we offer

• Fully remote work environment.
• Shift flexibility to accommodate personal schedules.
• Opportunities for professional development and training.
• Supportive team culture focused on sustainability and innovation.