IT Support - L1

We are seeking a motivated and customer-focused L1 IT Support Specialist to provide first-line technical assistance to users. The role involves troubleshooting IT issues, escalating complex problems to higher support levels, and ensuring efficient operations of IT systems.

Key Responsibilities

1. Technical Support:

   • Respond to user inquiries via phone, email, or ticketing systems.
   • Provide remote and onsite support for desktops, laptops, printers, and other peripherals.
   • Diagnose and resolve basic hardware, software, and network issues.

2. Incident Management:

   • Log incidents and service requests in the IT Service Management (ITSM) tool.
   • Escalate unresolved issues to L2/L3 support teams as needed.

3. User Assistance:

   • Assist users with password resets, account unlocks, and software installations.
   • Provide guidance on basic IT policies and best practices.

4. Hardware and Software Maintenance:

   • Perform routine checks on IT systems to ensure smooth operation.
   • Install and configure operating systems, software, and updates as per company standards.

5. Documentation:

   • Maintain records of issues, resolutions, and knowledge base articles.
   • Document recurring problems and suggest improvements to prevent future occurrences.

Key Skills and Qualifications

1. Education:

   • Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
   • IT certifications (e.g., CompTIA A, Microsoft 365 Certified, ITIL Foundation) are an advantage.

2. Experience:

   • 1-2 years of experience in IT support or a similar role.

3. Technical Skills:

   • Basic knowledge of Windows, MacOS, and Linux operating systems.
   • Familiarity with Active Directory, Office 365, and ticketing tools (e.g., ServiceNow, Zendesk).
   • Understanding of network fundamentals (e.g., IP configuration, DNS, VPN).

4. Soft Skills:

   • Strong problem-solving and analytical skills.
   • Excellent communication and interpersonal abilities.
   • Ability to work in a team-oriented environment and handle multiple tasks.