IT Support Specialist – Level 1 (Bilingual)

About the role

We are seeking an experienced, bilingual IT Support Specialist (Level 1) to provide first‑line technical assistance to our U.S.‑based clients. The role involves remote troubleshooting, hardware and software support, and clear communication in English.

Key responsibilities

• Serve as the first point of contact via phone or remote access for end‑users.
• Troubleshoot and resolve issues on Windows desktops and servers, Microsoft Office/365, printers, monitors, routers, switches, wireless access points, and firewalls.
• Install, configure, and maintain Windows operating systems and related applications.
• Document all support activities, resolutions, and time spent in the ticketing system.
• Escalate complex problems to Level 2 or appropriate teams.
• Collaborate with internal teams and vendors to ensure timely issue resolution.
• Maintain accurate support documentation and internal procedures.

Required profile

• Minimum 2 years of professional IT support experience.
• Fluent English with strong verbal and written communication skills.
• Hands‑on experience with Windows desktop and server environments.
• Familiarity with Microsoft 365, Microsoft Office, Active Directory, VPNs, and basic networking.
• Knowledge of antivirus/anti‑spam solutions, backup tools, and network printer setup.
• Experience using a ticketing system; Salesforce experience is a plus.

Required skills

• Windows desktop and server operating systems
• Microsoft Office and Microsoft 365
• Active Directory
• VPN and basic networking
• Antivirus and anti‑spam solutions
• Backup solutions
• Network printer configuration
• Ticketing system (e.g., ServiceNow, Zendesk)
• Salesforce (optional)