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 problems, 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 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 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
24/7 schedule
M - 8:00-16:00
D - 16:00-0:00
N - 0:00-8:00