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Overview

Headquartered in Fort Lauderdale, Florida, Aegis IT Solutions provides managed IT and cybersecurity services in the US. The company is establishing an Albania service desk through Aegis ALB to deliver follow-the-sun helpdesk support to clients worldwide. As a Level 1 technician, you will be users' initial point of contact, handling issues remotely where possible and passing work requiring physical intervention to Aegis's regional on-site technicians with handover notes that leave no need for clarification.

Responsibilities

Your duties:

• Respond to tickets received through the portal, email, chat and phone, remotely resolving routine requests and incidents.
• Follow rigorous identity-verification procedures when resetting passwords, unlocking accounts and resolving MFA issues.
• Diagnose and resolve problems with Windows 10/11, macOS and Microsoft 365, including Outlook, Teams, OneDrive and SharePoint.
• Resolve straightforward VPN, Wi-Fi and remote-access problems.
• Arrange any required hands-on work with the on-site technician in the user's region and provide a clear handover note.
• Immediately refer all security-related matters to the Aegis security team.
• Document each action in HaloPSA so that the next shift in another country can continue the ticket without prior familiarity with it.
• Achieve initial-response targets of 1 hour for high-priority tickets and 4 business hours for standard tickets.

Qualifications

Your duties:

• Respond to tickets received through the portal, email, chat and phone, remotely resolving routine requests and incidents.
• Follow rigorous identity-verification procedures when resetting passwords, unlocking accounts and resolving MFA issues.
• Diagnose and resolve problems with Windows 10/11, macOS and Microsoft 365, including Outlook, Teams, OneDrive and SharePoint.
• Resolve straightforward VPN, Wi-Fi and remote-access problems.
• Arrange any required hands-on work with the on-site technician in the user's region and provide a clear handover note.
• Immediately refer all security-related matters to the Aegis security team.
• Document each action in HaloPSA so that the next shift in another country can continue the ticket without prior familiarity with it.
• Achieve initial-response targets of 1 hour for high-priority tickets and 4 business hours for standard tickets.

Your experience and skills:

• A background of 1 to 2 years in helpdesk or desktop support.
• Strong troubleshooting abilities for Windows and Microsoft 365 end users.
• Foundational networking knowledge covering IP addressing, DNS, VPN and Wi-Fi.
• Professional fluency in written and spoken English to support users in the US, UK, Czech Republic and Australia.
• Clear, patient communication and well-organized ticket documentation.

Additional advantages:

• Certification in CompTIA A+ or Microsoft 365 Fundamentals.
• Previous use of HaloPSA, NinjaOne or Microsoft Intune.
• Knowledge of Czech, Italian or Spanish.

Employment requirements:

• A criminal record certificate and completion of employment and education checks before starting work.
• Client approval before access to the client's systems is granted.
• A confidentiality agreement together with the client's NDA.
• Office-based work at Aegis Tirana using company-issued equipment, individually named accounts and MFA, with security training upon joining and annually thereafter.

What is offered:

• Paid leave of 22 working days, in addition to public holidays.
• Private medical insurance coverage.
• A meal allowance paid monthly.
• Provision of a laptop and headset.
• An annual bonus with a target of 5% of base pay.
• A yearly allocation of EUR 600 for training and certifications.
• A clearly established progression route to Level 2.

Required documents

• A CV.

Overview

Headquartered in Fort Lauderdale, Florida, Aegis IT Solutions provides managed IT and cybersecurity services in the US. The company is establishing an Albania service desk through Aegis ALB to deliver follow-the-sun helpdesk support to clients worldwide. As a Level 1 technician, you will be users' initial point of contact, handling issues remotely where possible and passing work requiring physical intervention to Aegis's regional on-site technicians with handover notes that leave no need for clarification.

Responsibilities

Your duties:

• Respond to tickets received through the portal, email, chat and phone, remotely resolving routine requests and incidents.
• Follow rigorous identity-verification procedures when resetting passwords, unlocking accounts and resolving MFA issues.
• Diagnose and resolve problems with Windows 10/11, macOS and Microsoft 365, including Outlook, Teams, OneDrive and SharePoint.
• Resolve straightforward VPN, Wi-Fi and remote-access problems.
• Arrange any required hands-on work with the on-site technician in the user's region and provide a clear handover note.
• Immediately refer all security-related matters to the Aegis security team.
• Document each action in HaloPSA so that the next shift in another country can continue the ticket without prior familiarity with it.
• Achieve initial-response targets of 1 hour for high-priority tickets and 4 business hours for standard tickets.

Qualifications

Your duties:

• Respond to tickets received through the portal, email, chat and phone, remotely resolving routine requests and incidents.
• Follow rigorous identity-verification procedures when resetting passwords, unlocking accounts and resolving MFA issues.
• Diagnose and resolve problems with Windows 10/11, macOS and Microsoft 365, including Outlook, Teams, OneDrive and SharePoint.
• Resolve straightforward VPN, Wi-Fi and remote-access problems.
• Arrange any required hands-on work with the on-site technician in the user's region and provide a clear handover note.
• Immediately refer all security-related matters to the Aegis security team.
• Document each action in HaloPSA so that the next shift in another country can continue the ticket without prior familiarity with it.
• Achieve initial-response targets of 1 hour for high-priority tickets and 4 business hours for standard tickets.

Your experience and skills:

• A background of 1 to 2 years in helpdesk or desktop support.
• Strong troubleshooting abilities for Windows and Microsoft 365 end users.
• Foundational networking knowledge covering IP addressing, DNS, VPN and Wi-Fi.
• Professional fluency in written and spoken English to support users in the US, UK, Czech Republic and Australia.
• Clear, patient communication and well-organized ticket documentation.

Additional advantages:

• Certification in CompTIA A+ or Microsoft 365 Fundamentals.
• Previous use of HaloPSA, NinjaOne or Microsoft Intune.
• Knowledge of Czech, Italian or Spanish.

Employment requirements:

• A criminal record certificate and completion of employment and education checks before starting work.
• Client approval before access to the client's systems is granted.
• A confidentiality agreement together with the client's NDA.
• Office-based work at Aegis Tirana using company-issued equipment, individually named accounts and MFA, with security training upon joining and annually thereafter.

What is offered:

• Paid leave of 22 working days, in addition to public holidays.
• Private medical insurance coverage.
• A meal allowance paid monthly.
• Provision of a laptop and headset.
• An annual bonus with a target of 5% of base pay.
• A yearly allocation of EUR 600 for training and certifications.
• A clearly established progression route to Level 2.

Required documents

• A CV.