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Описание: |
We are looking for a proactive and detail-oriented L1 Support Specialist with 1–2 years of experience in both internal IT support and 24×7 NOC/SOC operations. Skilled in Microsoft 365, Azure, and Entra ID administration, as well as in resolving end-user hardware/software issues, VPN connectivity, and platform errors. Demonstrates strong communication skills in both Ukrainian and English, with a focus on accurate issue documentation, user support, and timely escalations. Adept at working in fast-paced, SLA-driven environments.
Project(s)
L1 Support Engineer will join and will be a part of existing support team which provides L1 services to multiple clients, primarily US-based.
Key Skills & Competencies:
* First-line internal & external IT support
* Windows/macOS troubleshooting, VPN, MS Office
* Microsoft 365 Admin Center, Azure Portal, Entra ID
* SIEM/EDR monitoring (Defender, Sentinel)
* Remote support tools: RDP, AnyDesk, TeamViewer
* Basic scripting & log interpretation
* Ticketing systems: Zendesk, Jira, Asana, ServiceNow, FreshDesk
* Incident escalation, documentation, knowledge base
* Strong interpersonal & problem-solving skills
* Bilingual: Ukrainian & English (C1, could be B2 or B2+)
Availability
Willing to work 24×7 rotating shifts or business hours depending on team needs.
Responsibilities Handled:
Internal IT Support
* Troubleshot hardware/software issues for employees.
* Set up user accounts, email, MFA, access rights.
* Maintained laptops, VPN access, and collaboration tools.
* Escalated complex issues to system administrators or L2.
External Client Support
* Respond to support tickets (syncing, platform bugs, connection issues).
* Investigate issues, reproduce bugs, collaborate with L2 level and/or Developers.
* Monitor platform alerts and follow escalation procedures.
NOC/SOC Monitoring
* 24×7 monitoring of Microsoft 365, Azure, and Entra ID.
* Respond to SIEM/EDR alerts for suspicious logins, phishing, malware.
* Handle MFA setup, Defender alerts, and basic account security configs.
* Escalate high-priority incidents to Level 2 team under SLA.
* Assist with deployment of SIEM connectors and EDR agents.
Documentation
* Log tickets accurately with detailed resolution steps.
* Contribute to internal knowledge base and support process improvements.
Certifications (nice to have)
* Microsoft 365 Fundamentals (MS-900)
* Microsoft Azure Fundamentals (AZ-900)
* Microsoft Security, Compliance, and Identity Fundamentals (SC-900)
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