L1 Help Desk Technician

About the role

Rozmith, a security-first managed IT and cybersecurity partner for insurance, financial services and other regulated firms across the US, UK and Europe, is hiring two L1 Help Desk Technicians in Skopje. You will be the first point of contact for client staff needing IT help, answering calls, chats and tickets, fixing what you can on first contact and routing the rest with clear notes. You will work alongside L2 technicians, Windows administrators and the cyber team.

Key responsibilities

• Answer tickets, calls and chats from client users and log every request accurately
• Resolve common issues on first contact: passwords, MFA, Outlook, Teams, printers, VPN and Windows
• Support RingCentral phones, Teams calling and conference room systems
• Escalate to L2 with clear notes, screenshots and steps already taken
• Create, change and disable user accounts in Active Directory, Entra ID and Microsoft 365
• Set up new devices with Intune, Autopilot and Apple Business Manager
• Report suspicious emails, sign-ins and devices to the cyber team
• Write clear ticket notes and update knowledge articles

Required profile

• 1-2 years in IT support, a help desk or technical customer service; school, internships and side work count
• Calm, clear communication by phone, chat and email
• Good written English
• Organized: logs work and follows runbooks

Required skills

• Working knowledge of Windows 10/11 and Microsoft 365 apps
• Basic Active Directory or Entra ID user and group management
• Basic networking: IP, DNS, Wi-Fi and VPN troubleshooting
• Nice to have: MSP experience, Intune/Autopilot or device imaging, ITSM tools such as Freshservice or Jira Service Management, basic PowerShell, additional European languages, certifications such as CompTIA A+, MS-900, Network+ or Security+

What we offer

• Hybrid working from the Skopje office and remotely, with hours overlapping US Eastern business hours
• Company laptop, paid certification preparation and exam vouchers
• A clear path to L2, systems administration or cybersecurity