L1 Support Specialist

Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

What project we have for you

As an IT Support Engineer (L1), you will be responsible for delivering high-quality technical support over the phone and via ITSM tools to our global customer base. You will work closely with other departments to meet our customer’s needs and ensure an exceptional level of customer service. Your main focus will be to provide first-level diagnosis and troubleshooting support to end-users, fulfilling their requests and resolving their technical issues.

What you will do

• Take active part in issue resolution of any complexity, severity or scale for company eCommerce websites;
• Be reliable, friendly and trustworthy frontline of the support/service desk;
• Respond and react to incoming issue requests;
• Assist and help users resolving their issues;
• Extract and collect issue details from users;
• Provide consultations and advices to users;
• Report any out-of-scope issues, that cannot be resolved;
• Take part in issue escalation and progress tracking;
• Gather and report issue occurrence and resolution statistics;
• Provide communication with external vendor;
• Concentrate on providing best value for users;
• Proactively Maintain support knowledge base;
• Must be willing to work in a shifting schedule, on 24/7 basis;

What you need for this

• Around 1-2 years of experience as a L1 support specialist;
• Proficient user of Word, Excel, PowerPoint;
• Understanding of Microsoft enterprise office and cloud solutions: Office 365, SharePoint, etc.;
• Basic knowledge in domain systems administration and configuration, Active Directory, Windows-related policies configuring;
• Basic knowledge of MS Windows, Linux;
• Basic Understanding of E-commerce Platforms. Familiarity with common e-commerce platforms (e.g., Magento, Shopify, WooCommerce);
• Basic knowledge of website content management systems (CMS) for example WordPress;
• HTML/CSS. Basic understanding of HTML and CSS for troubleshooting website issues;
• Networking Basics. Understanding of basic networking concepts and troubleshooting internet connectivity issues;
• Database Basics. Basic knowledge of databases and SQL queries for investigating data-related issues.
• Experience with monitoring tools will be a plus (e.g. Zabbix, Prometheus, Grafana, ELK, Splunk, NewRelic, etc);
• Understanding of Incident and Problem management principles and best-practices;
• Experience with using Service Desk and task management software: JIRA, confluence, ServiceNow etc.;
• Excellent communication and analytical skills;
• Multitasking and stress-resistance is a must;
• Good English level is required, both spoken and written;
• Empathy, psychology and trusted communication building skills are a plus.

What it’s like to work at Intellias

The position has been opened to meet the increasing demand for support in numerous markets worldwide, necessitating the expansion of the support team.

At Intellias, we are committed to being an equal opportunity employer, fostering equity, diversity, and inclusion. We welcome and celebrate the differences of all qualified applicants. Join Intellias for a career where your unique perspectives are not only valued but crucial to our success.