L1/L2 Technical Support Officer

Job not on LinkedIn

🔥 14 minutes ago

🇪🇬 Egypt – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• 33 open roles for a team of 14.
• No salary listed.

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99brightminds

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

🎯 Recruiter

💼 Consulting

B2B • Recruitment • Consulting

99brightminds is a B2B technology services firm that helps organizations scale engineering capacity and execute digital transformation by providing Offshore Development Centers (notably in Jordan), IT staff augmentation, managed software development teams, and CTO-as-a-Service. They handle recruitment, facility setup, and management of distributed engineering teams, offering rapid deployment, cost-efficient talent access, and strategic technical leadership for clients. 99brightminds emphasizes secure, international-grade facilities, IP protection, and regional advantages (Jordan's tech talent pool and trade agreements) to support global clients across enterprise software projects.

📋 Description

• Serve as the first point of contact for customer support requests received by phone, email, chat, and ticketing systems. • Log, categorize, prioritize, and manage tickets through resolution while keeping customers informed and meeting agreed SLAs. • Troubleshoot common account, access, password, software installation, connectivity, email, and hardware issues using knowledge-base articles and standard procedures. • Investigate escalated L2 issues across applications, Windows/macOS, networks, and configurations; conduct remote support sessions, reproduce issues, analyze logs, identify root causes, and coordinate with engineering teams or third-party vendors. • Maintain accurate ticket notes and incident reports, contribute to shift handovers, flag recurring issues, and create or update knowledge-base content.

🎯 Requirements

• Bachelor’s degree in Computer Science, IT, Engineering or a related field. • 1–4 years of experience in technical support, IT helpdesk or a service desk, covering L1 and/or L2 support. • Excellent spoken and written English (C1 level or above). This is a must, as the role involves direct communication with customers. • Solid troubleshooting skills across Windows/macOS, Microsoft 365, networking basics (TCP/IP, DNS, DHCP, VPN) and common business applications. • Hands-on experience with ticketing systems such as Jira Service Management, Zendesk, Freshdesk or ServiceNow. • Experience with remote support tools (e.g., TeamViewer, AnyDesk, RDP). • Strong customer-service mindset, patience and clear communication under pressure. • Willingness to work fixed shifts aligned with Australian business hours (AEST/AEDT), including early-morning hours. • Must reside in Egypt. • Preferred: ITIL Foundation, CompTIA A+/Network+, or Microsoft certifications. • Preferred: Experience supporting Australian, UK or US customers. • Preferred: Familiarity with Active Directory / Entra ID, Intune, or cloud platforms (Azure, AWS). • Preferred: Basic scripting skills in PowerShell, Bash, or SQL.

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