L1 Support Specialist / NOC-SOC Level 1
Proactive and detail-oriented L1 Support Specialist with 1–2 years of experience in both internal IT support and 24×7 NOC/SOC operations. Skilled in Microsoft 365, Azure, and Entra ID administration, as well as in resolving end-user hardware/software issues, VPN connectivity, and platform errors. Demonstrates strong communication skills in both Ukrainian and English, with a focus on accurate issue documentation, user support, and timely escalations. Adept at working in fast-paced, SLA-driven environments.
Project(s)
L1 Support Engineer will join and will be a part of existing support team which provides L1 services to multiple clients.
- First-line internal & external IT support
- Windows/macOS troubleshooting, VPN, MS Office
- Microsoft 365 Admin Center, Azure Portal, Entra ID
- SIEM/EDR monitoring (Defender, Sentinel)
- Remote support tools: RDP, AnyDesk, TeamViewer
- Basic scripting & log interpretation
- Ticketing systems: Zendesk, Jira, Asana, ServiceNow, FreshDesk
- Incident escalation, documentation, knowledge base
- Strong interpersonal & problem-solving skills
- Bilingual: Ukrainian & English (C1, could be B2 or B2+)
Availability
Willing to work 24×7 rotating shifts or business hours depending on team needs.
Internal IT Support
- Troubleshot hardware/software issues for employees.
- Set up user accounts, email, MFA, access rights.
- Maintained laptops, VPN access, and collaboration tools.
- Escalated complex issues to system administrators or L2.
External Client Support
- Respond to support tickets (syncing, platform bugs, connection issues).
- Investigate issues, reproduce bugs, collaborate with L2 level and/or Developers.
- Monitor platform alerts and follow escalation procedures.
NOC/SOC Monitoring
- 24×7 monitoring of Microsoft 365, Azure, and Entra ID.
- Respond to SIEM/EDR alerts for suspicious logins, phishing, malware.
- Handle MFA setup, Defender alerts, and basic account security configs.
- Escalate high-priority incidents to Level 2 team under SLA.
- Assist with deployment of SIEM connectors and EDR agents.
Documentation
- Log tickets accurately with detailed resolution steps.
- Contribute to internal knowledge base and support process improvements.
Certifications (nice to have)
- Microsoft 365 Fundamentals (MS-900)
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft Security, Compliance, and Identity Fundamentals (SC-900)