Technical Support Agent (Level 1 IT Support)

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 internal documentation and knowledge bases
• Collaborate with team members using Slack and other internal tools

Tools & Environment

• Google Workspace
• Jamf Pro
• Slack
• macOS and iOS devices

Requirements:
• 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

Preferred Qualifications

• 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

Ideal Candidate Profile

• Detail-oriented and highly organized
• Calm and solution-focused under pressure
• Strong sense of ownership and accountability
• Fast learner who can quickly adapt to new tools and workflows
• Reliable communicator with consistent follow-through

Additional Details

• Industry: Technology & IT
• Number of Positions: 1
• Job Type: Full-time contractor (6-month contract to start)
• Start Date: May 23rd, 2026

Benefits:
• Remote Work: Work from anywhere—our team is global, and we value work-life balance.

• Growth Opportunities: As a key player i 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.

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.