IT Support Specialist (L1/L2)

About the role

Sliema Tech Labs is a growing Malta-based IT services provider supporting local businesses, fintech startups and international clients from offices in the Msida–Sliema corridor. We pride ourselves on delivering practical, dependable technical support in a friendly, collaborative environment.

The IT Support Specialist (L1/L2) will be part of a small technical team handling user support requests, device provisioning, network troubleshooting and escalation to senior engineers when necessary. You will work directly with on-site users and via remote support tools, contributing to knowledge-base documentation and continuous improvement of support processes.

This role is ideal for a methodical, customer-focused technician who enjoys solving a range of hardware, software and connectivity issues. We offer structured on-the-job training, exposure to varied environments (office, remote, client sites) and opportunities to grow into senior support or systems roles within the company.

About Sliema Tech Labs

Sliema Tech Labs is an IT services and managed support provider serving SMEs, gaming and fintech clients across Malta and the EU. We deliver managed IT, cloud migration, network setup and helpdesk services with an emphasis on fast response times and local knowledge.

What you can expect

• Hybrid working with a modern office in the Msida/Sliema area
• Training budget and certifications support
• Performance-related bonus scheme
• Clear progression path from L1/L2 to Senior Support Engineer
• Regular team social events and knowledge-sharing sessions

Key responsibilities

• Provide first-line (L1) support for hardware, software and connectivity issues via phone, email and remote tools.
• Undertake second-line (L2) troubleshooting for escalated incidents, including diagnosing network, Windows, macOS and Office 365 issues.
• Log, prioritise and track incidents in the ticketing system and follow defined SLAs.
• Install, configure and decommission workstations, laptops, mobile devices and peripherals.
• Assist with user account administration (Active Directory, Exchange/Office 365) and password resets.
• Perform on-site support visits for client-facing tasks and equipment setups as required.
• Document solutions and contribute to the internal knowledge base and procedural checklists.
• Escalate complex issues to senior engineers and participate in after-hours support rota occasionally.

Requirements

• 2+ years’ experience in IT support (helpdesk, desktop support or similar).
• Solid knowledge of Windows desktop environments and Office 365; macOS experience beneficial.
• Familiarity with network basics (TCP/IP, DNS, DHCP), VPNs and remote access tools.
• Experience with ticketing systems (e.g. Jira Service Desk, Freshservice, Zendesk) and incident tracking.
• Good communication skills in English; Maltese language skills are an advantage.
• Right to work in Malta (EU citizenship or valid Maltese work permit) — please state work status in your application.
• Willingness to participate in an occasional on-call or out-of-hours rotation and to travel to client sites locally.

How to apply

Please email your CV and a brief cover note stating your notice period and work-rights status to the contact email below. Include 'IT Support Specialist (L1/L2)' in the subject line.