[Hiring] L1/L2 Technical Support Officer @99brightminds

Role Description

We are looking for an L1/L2 Technical Support Officer to provide technical support to customers in Australia. In this role, you will play an important part in delivering a responsive, professional support experience, helping customers navigate issues from first contact through resolution while working closely with internal teams when deeper investigation is needed.

• Serve as the first point of contact for customer support requests received by phone, email, chat, and ticketing systems.
• Log, categorize, prioritize, and manage tickets through resolution while keeping customers informed and meeting agreed SLAs.
• Troubleshoot common account, access, password, software installation, connectivity, email, and hardware issues using knowledge-base articles and standard procedures.
• Investigate escalated L2 issues across applications, Windows/macOS, networks, and configurations; conduct remote support sessions, reproduce issues, analyze logs, identify root causes, and coordinate with engineering teams or third-party vendors.
• Maintain accurate ticket notes and incident reports, contribute to shift handovers, flag recurring issues, and create or update knowledge-base content.

Qualifications

• Bachelor’s degree in Computer Science, IT, Engineering or a related field.
• 1–3 years of experience in technical support, IT helpdesk or a service desk, covering L1 and/or L2 support.
• Excellent spoken and written English (C1 level or above). This is a must, as the role involves direct communication with customers.
• Solid troubleshooting skills across Windows/macOS, Microsoft 365, networking basics (TCP/IP, DNS, DHCP, VPN) and common business applications.
• Hands-on experience with ticketing systems such as Jira Service Management, Zendesk, Freshdesk or ServiceNow.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, RDP).
• Strong customer-service mindset, patience and clear communication under pressure.
• Willingness to work fixed shifts aligned with Australian business hours (AEST/AEDT), including early-morning hours.
• Must reside in Egypt.

Requirements

• ITIL Foundation, CompTIA A+/Network+, or Microsoft certifications.
• Experience supporting Australian, UK or US customers.
• Familiarity with Active Directory / Entra ID, Intune, or cloud platforms (Azure, AWS).
• Basic scripting skills in PowerShell, Bash, or SQL.