Offer summary

Qualifications:

Minimum 2.5 years of experience in IT Support Tier 1., Basic understanding of computer hardware, software, and networking., Proficiency in troubleshooting hardware, software, and network issues., Knowledge of Microsoft 365 and basic SharePoint skills..

Key responsibilities:

Serve as the first point of contact for end-users seeking technical support.

Diagnose and troubleshoot hardware, software, and network problems.

Log and manage support tickets to ensure timely resolution.

Escalate complex issues to higher-tier support teams.

Job description

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

Required profile