Overview
As a Level 1 IT Support Specialist, you will be the first point of contact for users seeking technical assistance. You will play a crucial role in providing efficient and effective support, resolving common IT issues, and escalating more complex problems to higher-level teams. Your excellent customer service skills and technical aptitude will be essential in ensuring user satisfaction and minimizing disruptions to business operations.
What You Will Do
- First-Line Support: Answer incoming support requests via phone, email, or ticketing system, providing initial assessment and troubleshooting.
- Issue Diagnosis and Resolution: Diagnose and resolve basic hardware, software, network, and application issues following established procedures and knowledge base articles.
- Account Management: Assist users with password resets, account lockouts, and basic user account administration.
- Hardware and Software Support: Provide support for common end-user devices (desktops, laptops, printers, mobile devices) and standard office applications.
- Ticket Management: Accurately log all support interactions, document troubleshooting steps, and track issue resolution in the ticketing system.
- Escalation: Identify and escalate complex issues that require in-depth technical knowledge to Level 2 or Level 3 support teams, providing detailed information for efficient resolution.
- Knowledge Base Contribution: Contribute to the development and maintenance of knowledge base articles and FAQs to improve self-service capabilities and streamline support processes.
- User Guidance: Provide clear and concise instructions and guidance to users on how to resolve common IT issues and utilize technology effectively.
- Following Procedures: Adhere to established IT support procedures, service level agreements (SLAs), and company policies.
- Customer Service: Maintain a professional, empathetic, and customer-focused approach in all interactions, ensuring user satisfaction.
- Basic Network Troubleshooting: Perform basic network connectivity troubleshooting, such as checking cables and verifying network settings.
- Software Installation and Configuration: Assist users with the installation and basic configuration of approved software applications.
- Asset Management: Maintaining an accurate asset database for all computer inventory
What You Bring
Applicants must hold a minimum of an Associate's degree in InformationTechnology/Vocational (2-year course with Diploma) or a Bachelor of Science Degree in a related field
- Proven experience (typically 0-2 years) in a customer service or IT support role.
- Basic understanding of computer hardware, software, operating systems (Windows,macOS), and networking concepts.
- Familiarity with common office productivity suites (e.g., Okta, Google Workspace, Slack).
- Experience with ticketing systems (e.g., Jira, Zendesk) is beneficial.
- Excellent problem-solving and troubleshooting skills.
- Strong communication (both verbal and written) and interpersonal skills.
- Ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team.
- A customer-centric attitude and a desire to help others.
Preferred Skills:
Experience with remote desktop support tools.
- Knowledge of ITIL framework or best practices.
- Familiarity with mobile device management (MDM).
