Technical Support Agent (Level 1 IT Support)
New
L
LagoTechnology & IT
Remote (Philippines)ContractMiddle
SalaryUp to 1,500 USD per month
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Job Details
- Languages
- English
- Required Skills
- Google WorkspaceSlackiOS
Requirements
- Strong written and verbal communication skills in English
- Previous experience in customer support or IT support (L1 or similar)
- Basic troubleshooting skills for user access, devices, and account-related issues
- Comfortable supporting macOS and/or iOS environments
- Ability to work evening or night shifts (PH time)
- High level of professionalism, patience, and responsiveness
- Comfortable working in a fully remote environment
- Experience with Jamf Pro or device management tools (preferred)
- Familiarity with Google Workspace administration (preferred)
- Experience using Slack as a primary support channel (preferred)
- Background in IT support or helpdesk environments (preferred)
- Experience in high-volume support settings (preferred)
Responsibilities
- Provide first-line technical support for issues related to user access, accounts, and company devices
- Troubleshoot basic issues across macOS and iOS environments
- Assist users with Google Workspace-related requests (logins, permissions, etc.)
- Respond to support requests via Slack in a timely and professional manner
- Maintain a helpful, clear, and empathetic tone in all interactions
- Conduct occasional Google Meet calls to verify user identity when required
- Escalate more complex technical issues to the appropriate internal teams
- Follow up with users to ensure full resolution of reported problems
- Accurately document support requests and resolutions
- Contribute to internal documentation and knowledge bases
- Collaborate with team members using Slack and other internal tools
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