L1 Help Desk Technician
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IT/Tech
IT Support, HelpDesk/Support, Systems Administrator, Technical Support
Job Description & How to Apply Below
Rozmith is hiring two L1 Help Desk Technicians to be the first, fast and friendly answer when our clients' people need IT help. This role is fully remote and open to candidates in the US, UK and Europe.
ABOUT ROZMITHRozmith is a security-first managed IT and cybersecurity partner for insurance, financial services and other regulated firms across the US, UK and Europe. We run our clients' IT and security day to day and handle the IT side of their mergers and acquisitions, with teams in Atlanta, London and Skopje.
THE ROLEYou’ll answer calls, chats and tickets from client staff, fix what you can on first contact and route the rest with clear notes. You’ll work alongside our L2 technicians, Windows administrators and cyber team, and you’ll be the reason our clients feel looked after.
WHAT YOU'LL DO- Answer tickets, calls and chats from client users and log every request accurately
- Resolve common issues on first contact: passwords, MFA, Outlook, Teams, printers, VPN and Windows
- Support Ring Central phones, Teams calling and conference room systems
- Escalate to L2 with clear notes, screenshots and steps already taken
- Create, change and disable user accounts in Active Directory, Entra Microsoft 365
- Set up new devices with Intune, Autopilot and Apple Business Manager
- Report suspicious emails, sign‑ins and devices to the cyber team straight away
- Write clear ticket notes and update knowledge articles
- 1–2 years in IT support, a help desk or technical customer service; school, internships and side work count
- Working knowledge of Windows 10/11 and Microsoft 365 apps
- Basic Active Directory or Entra and group management
- Basic networking: IP, DNS, Wi‑Fi and VPN troubleshooting
- Calm, clear communication by phone, chat and email
- Good written English
- Organized: you log your work and follow runbooks
- MSP experience supporting several companies
- Fresh service, Jira Service Management or another ITSM tool
- Additional European languages
- Fully remote from the US, UK or Europe
- Hours overlap with US Eastern business hours
- Company laptop, paid certification prep and exam vouchers
- A clear path to L2, systems administration or cybersecurity
Rozmith is an equal opportunity employer. We make hiring decisions based on qualifications and merit.
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