Core Responsibilities

• First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or ticketing system.

• Issue Identification: Gather information from users to understand and diagnose technical problems or issues they are experiencing.

• Technical Troubleshooting: Provide basic troubleshooting and resolution steps for common hardware, software, and network issues.

• Ticket Management: Log and track support requests in a ticketing system, ensuring timely resolution and proper documentation of all interactions.

• Escalation Management: Escalate complex or unresolved issues to higher-tier support teams or specialized technical experts as needed.

Requirements

• Min 2.5 years in IT Support Tier 1 role

• Technical Knowledge: Basic understanding of computer hardware, software, operating systems (e.g., Windows, macOS), and networking concepts.

• Troubleshooting Skills: Strong problem-solving abilities and logical thinking to diagnose and resolve technical issues effectively.

• Customer Service Skills: Excellent communication and interpersonal skills to interact with end-users professionally and empathetically.

• Microsoft 365, basic Sharpoint skills