IT Support Engineer – Level 1 (Bilingual)

About the role

We are seeking a bilingual Level 1 IT Engineer to provide first‑line technical support to our U.S.‑based clients. The role is ideal for an IT professional with at least two years of hands‑on support experience who can troubleshoot hardware, software and networking issues remotely.

Key responsibilities

• Act as the first point of contact for customers via phone or remote access.
• Troubleshoot and resolve Windows desktop and server issues, software, peripherals and basic networking problems.
• Install, configure and support Microsoft Office, Microsoft 365, printers, monitors, routers, switches, wireless access points and firewalls.
• Document troubleshooting steps, resolutions and time spent in the ticketing system.
• Maintain accurate support documentation and internal procedures.
• Escalate complex cases to Level 2 or appropriate teams.
• Collaborate with internal teams and vendors to ensure timely issue resolution.
• Communicate technical information clearly to both technical and non‑technical users.

Required profile

• Minimum 2 years of professional IT support experience.
• Fluent English – daily communication with U.S. customers.
• Hands‑on experience with Windows desktop and server operating systems.
• Working knowledge of Microsoft 365 and Microsoft Office.
• Practical understanding of Active Directory, VPNs and basic networking.
• Familiarity with antivirus/anti‑spam and backup solutions.
• Experience with network printer setup and troubleshooting.
• Proficiency using a ticketing system; Salesforce experience is a plus.
• Ability to troubleshoot methodically and explain technical concepts independently.

Required skills

• Windows desktop OS
• Windows Server OS
• Microsoft Office
• Microsoft 365
• Active Directory
• VPN
• Basic networking
• Printers, routers, switches, wireless access points, firewalls
• Antivirus and anti‑spam solutions
• Backup solutions
• Ticketing system
• Salesforce (optional)