📍 Job Overview

Job Title: Technical Support Engineer (L1)
Company: IDT
Location: Tbilisi, Georgia & Astana, Kazakhstan
Job Type: On-site (Remote work opportunity available)
Category: IT Support & Operations
Date Posted: July 24, 2025

🚀 Role Summary

Proactive Monitoring: Ensure smooth operation of IDT's global network by proactively monitoring production networks, applications, and services.
Alert Resolution: Respond to and resolve alerts/alarms according to standard operating procedures, using tools like Splunk, New Relic, Grafana, Zabbix, Jira, and Slack.
Issue Tracking: Document and track all issues in a ticketing system, ensuring timely resolution and collaboration with appropriate support teams.

📝 Enhancement Note: This role requires strong monitoring and troubleshooting skills, with a focus on Windows and Linux operating systems, networks, and issue tracking systems. Familiarity with tools like Splunk, New Relic, and Grafana is a plus.

💻 Primary Responsibilities

Proactive Monitoring (70%): Continuously monitor IDT's global network, applications, and services to ensure optimal performance and minimal downtime.
Alert Resolution (20%): Respond to and resolve alerts/alarms promptly, following standard operating procedures and utilizing relevant tools.
Issue Tracking & Collaboration (10%): Document and track issues in a ticketing system, collaborating with appropriate support teams to ensure timely resolution.

📝 Enhancement Note: This role requires a strong focus on proactive monitoring and quick response to alerts, with a significant portion of time dedicated to these tasks. Excellent troubleshooting skills and familiarity with relevant tools are essential.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: 0-2 years of experience in IT support, network operations, or a related role.

Required Skills:

Excellent monitoring and troubleshooting skills
Working knowledge of Windows and Linux operating systems
Working knowledge of networks and issue/ticket tracking systems
Good level of English – B2 or higher

Preferred Skills:

Familiarity with Splunk, New Relic, Grafana, Zabbix, Jira, and Slack
Basic knowledge of Linux/Unix
Basic understanding of BGP, MPLS, OSPF protocols

📝 Enhancement Note: This role requires a strong technical skill set, with a focus on monitoring, troubleshooting, and familiarity with relevant tools. A good level of English is essential for effective communication and collaboration.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong monitoring and troubleshooting skills through relevant projects or case studies.
Showcase experience with Windows and Linux operating systems, networks, and issue tracking systems.
Highlight any experience with tools like Splunk, New Relic, Grafana, Zabbix, Jira, and Slack.

Technical Documentation:

Provide documentation or examples of your ability to track and resolve issues in a ticketing system.
Include any relevant certifications or training in IT support, network operations, or related fields.

📝 Enhancement Note: While a portfolio is not explicitly required for this role, demonstrating relevant skills and experience through projects or case studies can strengthen your application.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not explicitly stated. Based on market research and regional standards for IT support roles, we estimate the salary range to be between $15,000 and $25,000 USD per year (gross, B2B employment).

Benefits:

Remote work opportunity
Good hardware provided
Exciting and challenging job with talented people
Great learning and growth opportunities
Compensation for professional training, seminars, and conferences
First-class English lessons
5/2 schedule: Sunday - Thursday, 11 PM - 7:30 ET (9 AM - 5:30 PM GMT+5)

📝 Enhancement Note: The salary range provided is an estimate based on regional market research and should be verified with the hiring organization. The benefits package is comprehensive and tailored to support the growth and development of IT support professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: IDT Corporation is a global communications company, specializing in prepaid communication and payment services, and one of the largest international voice carriers.

Company Size: IDT employs over 1,800 people across 20 countries, with over $1.5 billion in revenues.

Founded: 1990, in Newark, New Jersey

Team Structure:

The IT support team consists of Technical Support Engineers (L1, L2, L3) and IT Support Managers.
The team works collaboratively to ensure the smooth operation of IDT's global network.

Development Methodology:

IDT follows standard operating procedures for alert resolution and issue tracking.
The team utilizes tools like Splunk, New Relic, Grafana, Zabbix, Jira, and Slack for monitoring, alerting, and collaboration.

Company Website: www.idtdna.com

📝 Enhancement Note: IDT is a global company with a strong focus on IT support and operations. The company culture encourages in-house entrepreneurship and supports the development of ideas into business actions.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level position in IT support, focusing on proactive monitoring and alert resolution. It provides an excellent foundation for a career in IT support, network operations, or related fields.

Reporting Structure: The Technical Support Engineer (L1) reports directly to the IT Support Manager.

Technical Impact: This role has a direct impact on the smooth operation of IDT's global network, ensuring minimal downtime and optimal performance.

Growth Opportunities:

With experience and strong performance, there are opportunities for progression to Technical Support Engineer (L2) or other IT support roles.
IDT offers learning and growth opportunities, including compensation for professional training, seminars, and conferences.

📝 Enhancement Note: This role provides an excellent starting point for a career in IT support, with opportunities for growth and development within the company.

🌐 Work Environment

Office Type: IDT's offices are modern and collaborative, with a focus on supporting the growth and development of IT support professionals.

Office Location(s): Tbilisi, Georgia & Astana, Kazakhstan

Workspace Context:

The workspace is equipped with good hardware to support the monitoring and troubleshooting tasks required for this role.
The team works collaboratively, with regular communication and coordination to ensure timely alert resolution and issue tracking.

Work Schedule: The work schedule is 5/2, with Sunday - Thursday being workdays and Friday - Saturday being off days. The work hours are 11 PM - 7:30 ET (9 AM - 5:30 PM GMT+5).

📝 Enhancement Note: IDT offers a remote work opportunity, allowing for flexibility and a better work-life balance for IT support professionals.

📄 Application & Technical Interview Process

Interview Process:

Online Assessment: Complete an online assessment to evaluate your monitoring and troubleshooting skills, as well as your familiarity with relevant tools.
Technical Interview: Participate in a technical interview to discuss your approach to alert resolution, issue tracking, and collaboration with support teams.
Final Decision: The hiring team will review your application and interview performance to make a final decision.

Portfolio Review Tips:

Highlight your monitoring and troubleshooting skills through relevant projects or case studies.
Showcase your experience with Windows and Linux operating systems, networks, and issue tracking systems.
Include any relevant certifications or training in IT support, network operations, or related fields.

Technical Challenge Preparation:

Brush up on your monitoring and troubleshooting skills, focusing on Windows and Linux operating systems, networks, and issue tracking systems.
Familiarize yourself with tools like Splunk, New Relic, Grafana, Zabbix, Jira, and Slack.
Prepare for questions about your approach to alert resolution, issue tracking, and collaboration with support teams.

ATS Keywords: (Organized by category)

Monitoring Tools: Splunk, New Relic, Grafana, Zabbix, Nagios, SolarWinds
Issue Tracking Systems: Jira, ServiceNow, Zendesk, Freshdesk
Operating Systems: Windows, Linux, Unix
Networking: Networks, BGP, MPLS, OSPF, TCP/IP, DNS
Programming Languages: Python, Bash, PowerShell
Soft Skills: Troubleshooting, Problem-Solving, Communication, Collaboration

📝 Enhancement Note: The interview process for this role focuses on evaluating your monitoring and troubleshooting skills, as well as your approach to alert resolution, issue tracking, and collaboration with support teams. Familiarize yourself with relevant tools and prepare for technical challenges that may assess your skills in these areas.

🛠 Technology Stack & Web Infrastructure

Monitoring Tools:

Splunk: For data log management and monitoring
New Relic: For application performance monitoring
Grafana: For data visualization and monitoring
Zabbix: For network monitoring and alerting

Issue Tracking Systems:

Jira: For issue tracking and project management

Operating Systems:

Windows: For desktop and server environments
Linux: For server and embedded environments

Networking:

BGP, MPLS, OSPF: For network routing and switching

📝 Enhancement Note: This role requires familiarity with monitoring tools, issue tracking systems, operating systems, and networking protocols. Experience with these technologies is essential for success in this role.

👥 Team Culture & Values

IT Support Values:

Proactivity: Actively monitor and address potential issues before they cause downtime or impact performance.
Responsiveness: Quickly respond to alerts and resolve issues to minimize impact on users and services.
Collaboration: Work closely with support teams to ensure timely resolution and optimal performance.
Continuous Learning: Stay up-to-date with the latest tools and best practices in IT support and network operations.

Collaboration Style:

Cross-Functional: Collaborate with various teams, including network operations, system administration, and software development, to ensure optimal performance and minimal downtime.
Knowledge Sharing: Share knowledge and best practices with team members to improve overall performance and support the growth of IT support professionals.
Regular Communication: Maintain open lines of communication with team members, support teams, and stakeholders to ensure timely issue resolution and effective collaboration.

📝 Enhancement Note: IDT's IT support team values proactivity, responsiveness, collaboration, and continuous learning. These values are essential for success in this role and contribute to the overall performance and growth of the team.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Proactive Monitoring: Continuously monitor IDT's global network, applications, and services to ensure optimal performance and minimal downtime.
Alert Resolution: Quickly and effectively respond to alerts and resolve issues, following standard operating procedures and utilizing relevant tools.
Issue Tracking: Document and track issues in a ticketing system, ensuring timely resolution and collaboration with appropriate support teams.

Learning & Development Opportunities:

Professional Training: IDT offers compensation for professional training, seminars, and conferences, supporting the growth and development of IT support professionals.
On-the-Job Learning: Gain hands-on experience in IT support, network operations, and related fields, with opportunities to learn from experienced team members and mentors.
Career Progression: With experience and strong performance, there are opportunities for progression to Technical Support Engineer (L2) or other IT support roles within the company.

📝 Enhancement Note: This role presents technical challenges in proactive monitoring, alert resolution, and issue tracking. These challenges can be overcome through strong technical skills, continuous learning, and effective collaboration with support teams. IDT offers learning and development opportunities to support the growth and progression of IT support professionals.

💡 Interview Preparation

Technical Questions:

Monitoring & Troubleshooting: Describe your approach to proactive monitoring and troubleshooting, with examples of relevant tools and techniques.
Alert Resolution: Walkthrough your process for responding to alerts and resolving issues, following standard operating procedures and utilizing relevant tools.
Issue Tracking: Explain your approach to tracking and documenting issues in a ticketing system, ensuring timely resolution and effective collaboration with support teams.

Company & Culture Questions:

Company Culture: Describe what you understand about IDT's company culture and how it aligns with your personal values and work style.
Team Dynamics: Explain how you would collaborate with various teams, including network operations, system administration, and software development, to ensure optimal performance and minimal downtime.
Growth Opportunities: Discuss your long-term career goals and how this role can support your professional development and growth within the company.

Portfolio Presentation Strategy:

Project Case Studies: Highlight relevant projects or case studies that demonstrate your monitoring, troubleshooting, and alert resolution skills.
Technical Walkthroughs: Provide technical walkthroughs of your approach to monitoring, alert resolution, and issue tracking, utilizing relevant tools and techniques.
User Experience Impact: Explain how your role contributes to the overall user experience and the impact of your work on IDT's global network, applications, and services.

📝 Enhancement Note: The interview process for this role focuses on evaluating your technical skills, approach to alert resolution, issue tracking, and collaboration with support teams. Prepare for technical challenges that may assess your skills in these areas and be ready to discuss your approach to monitoring, troubleshooting, and alert resolution.

📌 Application Steps

To apply for this Technical Support Engineer (L1) position at IDT:

Submit your application through the application link provided.
Customize your resume and portfolio to highlight your monitoring, troubleshooting, and alert resolution skills, as well as your experience with relevant tools and techniques.
Prepare for technical challenges that may assess your skills in monitoring, troubleshooting, and alert resolution, utilizing relevant tools and techniques.
Research IDT's company culture and team dynamics, preparing for questions about your approach to collaboration and growth opportunities within the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and IT support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

IT Support-Specific Focus:

Tailor every section specifically to IT support roles, with a focus on monitoring, troubleshooting, and alert resolution.
Include relevant tools, operating systems, and networking protocols, with an emphasis on IDT's technology stack.
Address the unique challenges and growth opportunities presented by this role, with a focus on proactive monitoring, alert resolution, and issue tracking.
Provide tactical advice for IT support professionals, including portfolio development, live demonstrations, and project case studies.
Include IT support-specific interview preparation and coding challenge guidance.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about IT support processes, tools, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute IT support and relevant keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and IT support specialization.

Industry Expertise:

Include specific monitoring tools, issue tracking systems, operating systems, and networking protocols relevant to the role.
Address IT support career progression paths and technical leadership opportunities within the IT support team.
Provide tactical advice for IT support professionals, including portfolio development, live demonstrations, and project case studies.
Include IT support-specific interview preparation and coding challenge guidance.
Emphasize proactive monitoring, alert resolution, and issue tracking principles in every section.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use IT support and relevant industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to IT support professionals.
Provide actionable insights that give IT support candidates a competitive advantage.
Focus on IT support team culture, cross-functional collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize monitoring, troubleshooting, and alert resolution best practices, with a focus on relevant tools and techniques.
Include specific portfolio requirements tailored to the IT support discipline and role level.
Address any relevant certifications or training in IT support, network operations, or related fields.
Focus on problem-solving methods, performance optimization, and scalable IT support architecture.
Include technical presentation skills and stakeholder communication for IT support projects.

Avoid:

Generic business jargon not relevant to IT support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific IT support role.
Marketing language unrelated to IT support, network operations, or user experience.

Generate comprehensive, IT support-focused content that serves as a valuable resource for IT support professionals evaluating career opportunities and preparing for technical interviews in the IT support industry.

Technical Support Engineer (L1)