Role Description We are looking for a reliable and solution-oriented Support Agent to join our team, focusing on Level 1 IT support. In this role, you will assist internal users with basic technical issues related to access, devices, and accounts, ensuring a smooth and efficient support experience. This is a user-facing role where clear communication, responsiveness, and problem-solving are essential. The ideal candidate is comfortable handling technical support requests, remains calm under pressure, and is proactive in resolving issues. Role Overview - Serve as the first point of contact for internal support requests. - Troubleshoot common IT issues, guide users through solutions, and escalate more complex cases when necessary. - Most communication will take place via Slack, with occasional video calls for identity verification. Key Responsibilities - IT Support (Level 1) - Provide first-line technical support for issues related to user access, accounts, and company devices. - Troubleshoot basic issues across macOS and iOS environments. - Assist users with Google Workspace-related requests (logins, permissions, etc.). - User Communication - Respond to support requests via Slack in a timely and professional manner. - Maintain a helpful, clear, and empathetic tone in all interactions. - Conduct occasional Google Meet calls to verify user identity when required. - Issue Management - Escalate more complex technical issues to the appropriate internal teams. - Follow up with users to ensure full resolution of reported problems. - Documentation & Collaboration - Accurately document support requests and resolutions. - Contribute to internal documentation and knowledge bases. - Collaborate with team members using Slack and other internal tools. Qualifications - Strong written and verbal communication skills in English. - Previous experience in customer support or IT support (L1 or similar). - Basic troubleshooting skills for user access, devices, and account-related issues. - Comfortable supporting macOS and/or iOS environments. - Ability to work evening or night shifts (PH time). - High level of professionalism, patience, and responsiveness. - Comfortable working in a fully remote environment. Requirements - Experience with Jamf Pro or device management tools. - Familiarity with Google Workspace administration. - Experience using Slack as a primary support channel. - Background in IT support or helpdesk environments. - Experience in high-volume support settings. Benefits - Remote Work: Work from anywhere—our team is global, and we value work-life balance. - Growth Opportunities: As a key player, you’ll have the chance to shape your role and grow with us. - Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market. Company Description As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.

• Communicate with customers and accept inquiries via Helpdesk & Skype. • Handle requests from members of other teams. • Solve tasks by themselves or escalate tasks to other teams and control the process of their implementation: technical specialists, account managers • Provide quality service to customers.

• Maintain and improve a portfolio of live client websites. • Handle ongoing website support tasks including bug fixes, broken elements, and layout adjustments. • Work primarily on WordPress websites, while also supporting other CMS platforms such as Duda, Squarespace, and Divi. • Set up and manage staging environments for safe updates and testing. • Ensure daily backups are properly configured and functioning within hosting environments. • Update and maintain themes, plugins, and CMS components. • Implement updates to footers, contact forms, favicons, and page elements. • Troubleshoot and resolve issues related to site speed, responsiveness, and performance. • Implement and validate schema markup and technical SEO improvements. • Identify and fix technical SEO issues that impact search visibility. • Monitor and maintain overall website health and stability. • Support integrations and ensure functionality across forms, plugins, and external tools. • Communicate clearly with internal teams regarding fixes, updates, and timelines. • Document recurring issues and solutions to improve efficiency over time.

• Escalation Point for Training Issues: Serve as the primary escalation point for instructors and participants during training sessions if self-service maintenance tasks cannot resolve an issue. Respond to and resolve technical issues, questions, and concerns related to course delivery promptly and effectively. • Course Lab Monitoring: Monitor the health and functionality of course labs in real-time during training sessions. Proactively identify and address any technical issues that may impact the training experience. • Lab Issue Resolution: Troubleshoot and resolve lab environment problems, including connectivity issues, software errors, and configuration problems. Collaborate with the Lab Engineering team to implement solutions and ensure smooth lab operation to proactively address future issues. • Assist with Course Deployments: Collaborate with the Training Architect team to assist in the deployment of course labs. Ensure that lab environments are set up correctly and are ready for training sessions. • Technical Support and Guidance: Provide technical support, guidance, and assistance to instructors and participants, ensuring that they have a productive and trouble-free training experience. • Serve as the primary point of contact for technical issues and training inquiries from customers • Respond to support tickets, emails, and phone calls in a timely and professional manner • Be available for on-call rotations, self-manage on-call schedules • Analyze and diagnose technical problems, providing effective and sustainable solutions • Utilize technical knowledge and expertise to troubleshoot issues with SpecterOps Training Platform and Infrastructure • Document and communicate troubleshooting steps and resolutions to clients and internal teams • Develop a deep understanding of the Training Solutions products and SpecterOps services to provide accurate and effective support • Work closely with the engineering and product management teams to escalate and resolve issues • Provide valuable input for product improvement based on customer feedback • Create and maintain detailed documentation on common issues, solutions, and best practices • Contribute to the development of knowledge base articles and user guides