[Hiring] Technical Support Agent (Level 1 IT Support) @Lago

Role Description

We are looking for a reliable and solution-oriented Support Agent to join our team, focusing on Level 1 IT support. In this role, you will assist internal users with basic technical issues related to access, devices, and accounts, ensuring a smooth and efficient support experience.

This is a user-facing role where clear communication, responsiveness, and problem-solving are essential. The ideal candidate is comfortable handling technical support requests, remains calm under pressure, and is proactive in resolving issues.

Role Overview

• Serve as the first point of contact for internal support requests.
• Troubleshoot common IT issues, guide users through solutions, and escalate more complex cases when necessary.
• Most communication will take place via Slack, with occasional video calls for identity verification.

Key Responsibilities

• IT Support (Level 1)
  • 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.).
• User Communication
  • 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.
• Issue Management
  • Escalate more complex technical issues to the appropriate internal teams.
  • Follow up with users to ensure full resolution of reported problems.
• Documentation & Collaboration
  • Accurately document support requests and resolutions.
  • Contribute to internal documentation and knowledge bases.
  • Collaborate with team members using Slack and other internal tools.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Remote Work: Work from anywhere—our team is global, and we value work-life balance.
• Growth Opportunities: As a key player, 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.

Company Description

As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.