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.

About the Position

L1 Support Engineer will join and will be a part of the existing support team which provides L1 services to multiple clients.

Responsibilities

Internal IT Support

• Troubleshoot hardware/software issues for employees.
• Set up user accounts, email, MFA, access rights.
• Maintain 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.

Requirements

• 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+)

Nice to Have

• Microsoft 365 Fundamentals (MS-900)
• Microsoft Azure Fundamentals (AZ-900)
• Microsoft Security, Compliance, and Identity Fundamentals (SC-900)

Availability

Willing to work 24×7 rotating shifts or business hours depending on team needs.

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