L1/L2 Technical Support Officer

99brightminds provides offshore development centers, IT staff augmentation, managed software teams, and technology leadership services that help clients move their digital transformation initiatives forward. As part of our work in Information Technology and Services, we build dependable delivery and support capabilities that help customers solve technical problems quickly and effectively.

We are looking for an L1/L2 Technical Support Officer to provide technical support to customers in Australia. In this role, you will play an important part in delivering a responsive, professional support experience, helping customers navigate issues from first contact through resolution while working closely with internal teams when deeper investigation is needed.

Responsibilities

• 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

Requirements

• Bachelor’s degree in Computer Science, IT, Engineering or a related field.
• 1–3 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 Qualifications

• ITIL Foundation, CompTIA A+/Network+, or Microsoft certifications.
• Experience supporting Australian, UK or US customers.
• Familiarity with Active Directory / Entra ID, Intune, or cloud platforms (Azure, AWS).
• Basic scripting skills in PowerShell, Bash, or SQL.