Technical Support Agent (L1)
Job descriptions & requirements
ABOUT THE COMPANY
Influx is a people-powered business. We're building a company that looks for the overlap between the personal and career ambitions of its staff and the internal opportunities that open up at a high-growth company. Over the last four years, many successful agents have moved into team management, client-facing, QA and other leadership roles.
You can learn more about us at Influx.com!
JOB SUMMARY
ResponsibilitiesUser & Access Operations: Handle front-line account issues, including Single Sign-On (SSO) login friction, user account creation, account activation, and password resets.Alert Triage & Log Analysis: Monitor system health dashboards, review system log outputs, and parse JSON alert payloads to distinguish true operational incidents from system noise.Connectivity & Environmental Checks: Perform initial triage on local camera outages, VPN connectivity issues, firewall settings, and browser permission configurations.Incident Escalation & Handoffs: Write clear, structured handoff notes and incident observations to escalate complex issues seamlessly to L2 engineers and distributed regional teams.Runbook Adherence: Operate with high precision strictly within predefined standard operating procedures (SOPs) and read-only guidelines.Requirements & QualificationsTechnical Aptitude: Degree, diploma, or practical project experience in IT, Computer Science, System Administration, or a related field.Log & Alert Parsing: Demonstrated ability to read system logs and parse JSON alert outputs.Communication: Exceptional written and spoken English skills, with the ability to write concise technical summaries (verified via assessment).Attention to Detail: Meticulous process discipline with the ability to triage concurrent alerts accurately without making unauthorized system changes.Roster Flexibility: Full commitment to a 24/7 staggered 5-day work schedule (44 hours/week), including weekend shifts, public holiday coverage, and rotational days off during the week. Minimum 6-month commitment to the role.
REQUIRED SKILLS
Call center operation (customer support), Answering telephones and call management, Written communication, Interpersonal communication, IT support
REQUIRED EDUCATION
Diploma, Associate's degree
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