Technical Support Agent – Level 1 IT Support

Lago

Technical Support Agent providing Level 1 IT support remotely for internal users. Assist with technical issues related to access, devices, and accounts in a global context.

Posted 4/27/2026contractRemote • 🇵🇭 PhilippinesMid-LevelSenior💰 $1,500 per monthWebsite

Tech Stack

Tools & technologies

iOSJamfMacOS

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
**Preferred Qualifications**
Experience with Jamf Pro or device management tools
Familiarity with Google Workspace administration
Experience using Slack as a primary support channel
Background in IT support or helpdesk environments
Experience in high-volume support settings
**Ideal Candidate Profile**
Detail-oriented and highly organized
Calm and solution-focused under pressure
Strong sense of ownership and accountability
Fast learner who can quickly adapt to new tools and workflows
Reliable communicator with consistent follow-through

Benefits

Comp & perks

Remote Work: Work from anywhere—our team is global, and we value work-life balance.
Growth Opportunities: As a key player i you’ll have the chance to shape your role and grow with us.
Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootinguser access supportdevice managementGoogle Workspace administrationmacOS supportiOS supportdocumentationknowledge base contributioncustomer supportIT support

Soft Skills

written communicationverbal communicationprofessionalismpatienceresponsivenessdetail-orientedorganizational skillscalm under pressuresolution-focusedownership