Lago
Technology & IT
TechnicalSupportAgent(Level1ITSupport)
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“Technical Support Agent (Level 1 IT Support) at Lago. Skills: Level 1 IT support, troubleshooting, user support, communication. Provide first-line technical support for issues related to user access, accounts, and company devices. Troubleshoot basic issues across macOS and iOS environments”
What You'll Achieve.
ensuring a smooth and efficient support experience; ensure full resolution of reported problems
Industry & Context.
solution-oriented; problem-solving; proactive in resolving issues; troubleshoot common IT issues; guide users through solutions; escalate more complex cases; Basic troubleshooting skills; solution-focused
Ability to work evening or night shifts (PH time), agree to Lago’s Confidentiality and Non-Circumvention Agreement
What They're Looking For.
Must Have
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
Nice to Have
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
What You'll Do.
Provide first-line technical support for issues related to user access
Troubleshoot basic issues across macOS and iOS environments
Assist users with Google Workspace-related requests (logins
Respond to support requests via Slack in a timely and professional manner
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
How You'll Work.
Team & Collaboration
Collaborate with team members using Slack and other internal tools; Escalate more complex technical issues to the appropriate internal teams
Communication Scope
written and verbal communication skills in English; clear communication; helpful; empathetic tone; professionalism; responsiveness; Reliable communicator
Full Job Description
**Job Title: Technical Support Agent (Level 1 IT Support)** **Location:** Remote (Philippines) **Schedule:** Rotating shifts to cover Finland hours (08:00–20:00 EET) * 2:00 PM – 10:00 PM PHT * 4:00 PM – 12:00 AM (midnight) PHT * 6:00 PM – 2:00 AM PHT **Salary Range:** Up to $1,500 USD per month (depending on experience) 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** As a Support Agent, you will serve as the first point of contact for internal support requests. You will 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 int
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