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 2 months;
• 2 non-fixed days off per week.

• 3 types of work shifts: morning 8:00−16:000, Day 16:00—0:00, night shift 0:00−8:00