Patrianna

Helpdesk Support Specialist, L1

Patrianna

full-time

Posted on:

Location Type: Remote

Location: Ukraine

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Tech Stack

DNSMacOS

About the role

  • Act as first point of contact for all technical requests via Slack/Jira, ensuring every user feels heard and supported
  • Diagnose and resolve standard hardware and software issues with our corporate systems
  • Perform initial root-cause analysis and gather detailed information before escalating complex issues to L2 Support
  • Create and maintain user-friendly knowledge base articles and "How-To" guides
  • Update internal procedures when new solutions are discovered
  • Log and track all interactions in our ticketing system to maintain excellent service standards

Requirements

  • Solid understanding of computer hardware components and operating systems (MacOS, Windows 10/11)
  • Basic networking knowledge (IP, DNS, Wi-Fi) and logical problem-solving approach
  • Excellent communication skills with the ability to explain technical concepts clearly to non-technical colleagues
  • Upper intermediate English level for effective global team collaboration
  • Customer service or technical support experience preferred, though we welcome motivated entry-level candidates passionate about IT
  • Detail-oriented mindset with ability to follow systematic troubleshooting steps
Benefits
  • Generous Leave Policy: Take advantage of paid time off, encompassing both vacation and sick leave, to ensure you can recharge and recover when needed. Take your time on bank holidays as well.
  • Continuously Development: Get an opportunity to join a fast-growing business where the sky’s the limit.
  • Company Events: Engage in our vibrant company culture through a variety of informal events designed to foster camaraderie and teamwork.
  • Full Remote Work: Enjoy the flexibility of working remotely from wherever you feel most productive.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
computer hardwareoperating systemsMacOSWindows 10Windows 11networkingIPDNSWi-Fitroubleshooting
Soft skills
communication skillsproblem-solvingdetail-orientedcustomer servicetechnical supportteam collaborationability to explain technical concepts