IT Support - L1
Posted on :
08-01-2025
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1 Vacancy
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Job Description
We are seeking a motivated and customerfocused L1 IT Support Specialist to provide firstline 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
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.
- Respond to user inquiries via phone email or ticketing systems.
Incident Management:
- Log incidents and service requests in the IT Service Management (ITSM) tool.
- Escalate unresolved issues to L2/L3 support teams as needed.
- Log incidents and service requests in the IT Service Management (ITSM) tool.
User Assistance:
- Assist users with password resets account unlocks and software installations.
- Provide guidance on basic IT policies and best practices.
- Assist users with password resets account unlocks and software installations.
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.
- Perform routine checks on IT systems to ensure smooth operation.
Documentation:
- Maintain records of issues resolutions and knowledge base articles.
- Document recurring problems and suggest improvements to prevent future occurrences.
- Maintain records of issues resolutions and knowledge base articles.
Requirements
Key Skills and Qualifications
Education:
- Bachelors 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.
- Bachelors degree in Computer Science Information Technology or a related field (preferred).
Experience:
- 12 years of experience in IT support or a similar role.
- 12 years of experience in IT support or a similar role.
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).
- Basic knowledge of Windows MacOS and Linux operating systems.
Soft Skills:
- Strong problemsolving and analytical skills.
- Excellent communication and interpersonal abilities.
- Ability to work in a teamoriented environment and handle multiple tasks.
- Strong problemsolving and analytical skills.
Employment Type
Full Time
Key Skills
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