Technical Support Engineer (L1) at IDT

📍 Job Overview

Job Title: Technical Support Engineer (L1)
Company: IDT
Location: Chișinău, Moldova
Job Type: Hybrid (On-site & Remote)
Category: IT Support
Date Posted: 2025-07-24
Experience Level: Entry-level to Mid-level (0-2 years)

🚀 Role Summary

Proactively monitor and resolve production alerts within IDT's global network.
Collaborate with cross-functional teams to ensure timely issue resolution.
Gain hands-on experience with various monitoring and ticketing tools.
Enhance your troubleshooting and networking skills in a dynamic environment.

📝 Enhancement Note: This role offers an excellent opportunity for entry-level candidates to develop their skills in a global tech environment, working with cutting-edge tools and collaborating with diverse teams.

💻 Primary Responsibilities

Proactive Monitoring: Keep an eye on production networks, applications, and services to ensure smooth operation.
Alert Resolution: Respond to and resolve alerts/alarms according to standard operating procedures.
Issue Tracking: Document all issues in a ticketing system for efficient tracking and resolution.
Escalation: Escalate alerts/issues to the appropriate support team and work collaboratively towards resolution.
Tool Proficiency: Utilize tools such as Splunk, New Relic, Grafana, Zabbix, Jira, and Slack for monitoring, alerting, and collaboration.

📝 Enhancement Note: This role requires strong monitoring and troubleshooting skills, with a focus on efficient issue resolution and collaboration with various teams.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, IT, or a related field.

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

Required Skills:

Excellent monitoring and troubleshooting skills
Working knowledge of Windows and Linux OS, networks
Working knowledge of issues/ticket tracking system
Good level of English – B2 or higher

Preferred Skills:

Experience with New Relic, Datadog, or SolarWinds
Experience with Splunk or other data log management tools
Basic knowledge of Linux/Unix
Basic understanding of BGP, MPLS, OSPF protocols

📝 Enhancement Note: While specific experience with all preferred tools and technologies is not required, a strong foundation in IT support and a willingness to learn are essential for success in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.
Technical Documentation: Familiarity with ticket tracking systems and standard operating procedures for issue resolution.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Chișinău, Moldova is approximately 15,000 - 25,000 MDL (Moldovan Leu) per month, depending on experience and qualifications. This estimate is based on regional market research and industry standards for entry-level IT support roles.

Benefits:

Modern office with free parking in the center of Chișinău
Hybrid work opportunity
Competitive salary and growth opportunities
Really good hardware
Compensation for professional training, seminars, and conferences (e.g., Moldova DevCon)
First-class English lessons
More perks for full-time employees in the Chișinău office
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 may vary depending on the candidate's qualifications and experience. Benefits are subject to change and may be confirmed during the interview process.

🎯 Team & Company Context

🏢 Company Culture

Industry: IDT is a global communications company focused on prepaid communication and payment services, making it an excellent environment for IT professionals seeking experience in a dynamic, international setting.

Company Size: IDT employs over 1800 people across 20 countries, providing ample opportunities for growth and collaboration.

Founded: 1990, with a strong track record in the global communications industry.

Team Structure: The technical support team at IDT consists of dedicated professionals working collaboratively to ensure the smooth operation of the company's global network. This role will involve close collaboration with various teams, including other support engineers, system administrators, and network engineers.

Development Methodology: IDT follows standard operating procedures for issue resolution and utilizes various tools for monitoring, alerting, and collaboration. The company encourages in-house entrepreneurship and supports the development of innovative ideas.

Company Website: IDT Corporation

📝 Enhancement Note: IDT's company culture emphasizes collaboration, innovation, and continuous learning, providing an ideal environment for IT professionals seeking to grow their skills and advance their careers.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level to mid-level position, offering an excellent opportunity for candidates to develop their skills in IT support and network administration.

Reporting Structure: The Technical Support Engineer (L1) will report directly to the Support Manager and collaborate with various teams, including other support engineers, system administrators, and network engineers.

Technical Impact: This role involves proactively monitoring and resolving production alerts within IDT's global network, ensuring the smooth operation of critical systems and services.

Growth Opportunities:

Develop advanced troubleshooting and networking skills through hands-on experience with various tools and technologies.
Gain exposure to a global network and collaborate with diverse teams, fostering cultural competency and communication skills.
Pursue professional development opportunities, such as training, seminars, and conferences, with compensation provided by the company.
Advance to more senior roles within the IT support or network administration fields, or explore other areas of interest within the company.

📝 Enhancement Note: IDT offers numerous growth opportunities for motivated IT professionals seeking to develop their skills and advance their careers in a dynamic, global environment.

🌐 Work Environment

Office Type: IDT's Chișinău office is a modern workspace located in the center of the city, providing a collaborative and engaging environment for IT professionals.

Office Location(s): Chișinău, Moldova

Workspace Context:

Collaborative workspace with dedicated support teams
Access to modern hardware and tools for monitoring, alerting, and collaboration
Opportunities for professional development and training

Work Schedule: Sunday - Thursday, 11 PM - 7:30 ET (9 AM - 5:30 PM GMT+5), with a 5/2 schedule.

📝 Enhancement Note: IDT's work environment fosters collaboration, innovation, and continuous learning, providing an ideal setting for IT professionals seeking to grow their skills and contribute to a dynamic, global team.

📄 Application & Technical Interview Process

Interview Process:

Online Assessment: Complete an online assessment to evaluate your troubleshooting and problem-solving skills.
Technical Phone Screen: Participate in a phone or video call to discuss your technical skills and experience with the hiring manager.
On-site Interview: Visit IDT's Chișinău office for an on-site interview, including a tour of the facilities and an opportunity to meet the team.
Final Decision: Receive a final decision and job offer, if applicable.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

Brush up on your monitoring and troubleshooting skills, focusing on Windows and Linux operating systems, networks, and ticket tracking systems.
Familiarize yourself with the tools mentioned in the job description, such as Splunk, New Relic, Grafana, Zabbix, Jira, and Slack.
Prepare for questions related to your experience with these tools and your approach to issue resolution.

ATS Keywords: Monitoring, Troubleshooting, Windows OS, Linux OS, Networking, Ticket Tracking, English, Splunk, New Relic, Grafana, Zabbix, Jira, Slack, BGP, MPLS, OSPF

📝 Enhancement Note: IDT's interview process focuses on evaluating candidates' technical skills and cultural fit, with an emphasis on hands-on experience and problem-solving abilities.

🛠 Technology Stack & Web Infrastructure

Monitoring Tools:

Splunk
New Relic
Grafana
Zabbix

Ticketing Systems:

Jira

Collaboration Tools:

Slack

📝 Enhancement Note: Familiarity with the tools listed above is essential for success in this role, as they are integral to the monitoring, alerting, and collaboration processes within IDT's global network.

👥 Team Culture & Values

IT Support Values:

Proactive monitoring and issue resolution
Collaboration and communication with cross-functional teams
Continuous learning and skill development
Adaptability and flexibility in a dynamic environment

Collaboration Style:

Cross-functional collaboration with various teams, including support engineers, system administrators, and network engineers
Regular communication and updates on issue resolution progress
Knowledge sharing and mentoring opportunities

📝 Enhancement Note: IDT's team culture emphasizes collaboration, communication, and continuous learning, providing an ideal environment for IT professionals seeking to grow their skills and contribute to a dynamic, global team.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Proactively monitor and resolve production alerts within IDT's global network
Troubleshoot and resolve complex issues with minimal guidance
Collaborate with cross-functional teams to ensure timely issue resolution
Stay up-to-date with the latest tools and technologies in the IT support and network administration fields

Learning & Development Opportunities:

Gain hands-on experience with various monitoring and ticketing tools
Develop advanced troubleshooting and networking skills through real-world application
Pursue professional development opportunities, such as training, seminars, and conferences, with compensation provided by the company
Contribute to the improvement of IDT's global network and infrastructure

📝 Enhancement Note: IDT offers numerous challenges and growth opportunities for motivated IT professionals seeking to develop their skills and contribute to a dynamic, global team.

💡 Interview Preparation

Technical Questions:

Monitoring & Troubleshooting: Describe your experience with monitoring tools and your approach to troubleshooting complex issues.
Networking: Explain your understanding of networking concepts, such as BGP, MPLS, and OSPF, and how they apply to this role.
Ticket Tracking: Discuss your experience with ticket tracking systems and your approach to issue resolution and documentation.

Company & Culture Questions:

IDT's Global Network: Explain how your role contributes to the smooth operation of IDT's global network and the company's overall success.
Cross-Functional Collaboration: Describe your experience working with cross-functional teams and how you ensure effective communication and collaboration.
Continuous Learning: Discuss your approach to continuous learning and skill development in the IT support and network administration fields.

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: IDT's interview process focuses on evaluating candidates' technical skills and cultural fit, with an emphasis on hands-on experience and problem-solving abilities. Be prepared to discuss your approach to monitoring, troubleshooting, networking, and ticket tracking, as well as your understanding of IDT's global network and company culture.

📌 Application Steps

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

Submit your application through the application link provided.
Prepare for the online assessment by brushing up on your monitoring and troubleshooting skills, focusing on Windows and Linux operating systems, networks, and ticket tracking systems.
Familiarize yourself with the tools mentioned in the job description and prepare for questions related to your experience with these tools and your approach to issue resolution.
Research IDT's company culture and global network to ensure a strong understanding of the company and its mission.
Prepare for the technical phone screen and on-site interview by reviewing the interview preparation tips provided above.

⚠️ 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.

Technical Support Engineer (L1)