Helpdesk Technician (Level 1/Level 2)

We are seeking two experienced Helpdesk Technicians (Level 1/Level 2) to support our client, Arkona Tech - a technology company that provides project-based IT solutions, ongoing IT support, managed services, and strategic technology leadership.

As a Level 1/Level 2 Helpdesk Technician, you will serve as the first line of defense for Arkona Tech’s end-user issues and the second line for more complex network-related problems. You’ll triage, troubleshoot, and resolve incidents involving workstations, peripherals, SaaS applications, and LAN/WAN infrastructure. When needed, you’ll collaborate with senior engineers to restore services quickly and maintain a high level of customer satisfaction.

Responsibilities:

Level 1:

• Answer and log incoming tickets via phone, email, and portal, adhering to SLA and CSAT targets
• Resolve common issues such as password resets, printer problems, software installations, and basic connectivity (Wi-Fi/Ethernet)
• Document fixes and troubleshooting steps in the knowledge base to promote first-contact resolution
• Ensuring customer satisfaction metrics are met
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Level 2:

• Diagnose network issues (TCP/IP, DNS, DHCP, VLANs, VPN, Wi-Fi, routing/switching)
• Analyze logs from firewalls, switches, and monitoring tools; escalate complex faults to Network Engineering
• Administer Microsoft 365/Google Workspace, Active Directory user/group policies, and endpoint security tools
• Implement approved changes, including patching, firmware updates, and configuration adjustments
• Handling escalations from the Level 1 Helpdesk Technician
• Mentor the Level 1 Helpdesk Technician on troubleshooting best practices and customer service

Required Qualifications:

• 1-3 years in a helpdesk, NOC, or MSP environment supporting 50-1000 users
• Working knowledge of Windows 10/11, macOS, and common Linux distros
• Solid grasp of networking fundamentals: OSI model, IPv4/IPv6, subnetting, NAT, VPN, DNS, DHCP
• Experience with ticketing platforms (such as Zendesk, ConnectWise, ServiceNow) and remote-assist tools (such as ScreenConnect, TeamViewer)
• Strong communication in English and a “customer-first” mindset

Nice to have:

• Exposure to firewalls (pfSense, Ubiquiti UniFi, Fortinet, Cisco, SonicWall) and enterprise Wi-Fi (UniFi, Meraki, Aruba)
• Scripting or automation skills (PowerShell, Bash, Python)
• Experience with monitoring/alerting platforms (PRTG, SolarWinds, Datadog)
• Familiarity with ITIL Foundations
• Certifications such as CompTIA A+, Network+, CCNA, Microsoft MCP/Modern Desktop

We offer:

• Fully remote work
• Full-time position, Monday to Friday
• Work hours: one Helpdesk Technician starting at 1 pm CET, and the other at 3 pm CET
• Private health insurance from day one
• Structured processes, including timely and organized performance reviews

If this seems like the right job for you, we invite you to submit your resume in English. Please keep in mind that resumes in other languages might not be considered.