IT/ Telecom Helpdesk Agent

Job Format:
Full-time | Office-based 

Introduction to the Role

We're looking for an IT/Telecom Helpdesk Agent to strengthen our first-line technical support team. In this role, you'll be the first point of contact for employees, helping resolve day-to-day IT and telecom issues while delivering an excellent support experience.

If you enjoy solving technical problems, communicating with users, and working in a collaborative IT environment, we'd love to hear from you.

What you'll do?

• Receive, register, and categorize user requests and incidents.
• Perform first-line troubleshooting for IT and telecom-related issues.
• Support users with Windows workstations, email, printers, VPN, Wi-Fi, IP telephony, and peripheral devices.
• Resolve common incidents independently and escalate more complex issues to L2/L3 teams with complete diagnostic information.
• Maintain accurate ticket documentation and ensure compliance with SLA requirements.
• Communicate clearly with users and keep them informed throughout the resolution process.
• Contribute to internal knowledge base documentation and continuously improve support processes.

Who are we looking for?

Must have

Hard skills

• 1–3 years of experience in IT Helpdesk, Service Desk, IT Support, or Telecom Support.
• Good knowledge of Windows operating systems.
• Basic understanding of TCP/IP networking, DNS, DHCP, VPN, and Wi-Fi.
• Experience using Helpdesk/Ticketing systems (Jira Service Management, ServiceNow, Zendesk, Freshservice, OTRS, or similar).
• Familiarity with troubleshooting tools such as ping, traceroute, nslookup, ipconfig/ifconfig.
• Experience supporting Microsoft Office/Google Workspace, printers, and user accounts.
• Basic English for reading technical documentation.
• Fluent Russian; Azerbaijani is an advantage.

Soft skills

• Excellent customer service mindset.
• Strong communication skills.
• Analytical thinking and problem-solving abilities.
• Ability to work under pressure and manage priorities.
• Teamwork and willingness to collaborate with L2/L3 engineers.
• Attention to detail and accurate ticket documentation.
• Discipline in following processes and SLA requirements.

Nice to have

Hard skills

• Experience with Active Directory (AD/LDAP).
• Knowledge of Linux administration basics.
• Experience supporting IP telephony systems.
• IT certifications or technical training.

Soft skills

• High learning agility.
• Adaptability to changing priorities.
• Initiative in improving support processes and documentation.

       How to join the team?

1. Apply for the vacancy.
2. HR will contact you for a 30–45 minute interview to get to know each other and introduce our company.
3. Interview with the Hiring Manager.
4. Offer — hooray! We look forward to welcoming you to the team.
   
   Think you're a good fit? Apply now to join our team!