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Level 1 It Support

Posted on March 18, 2025

  • Full Time

Level 1 It Support

The Level 1 IT Support Technician is the first point of contact for end-user IT issues. This role provides initial troubleshooting, resolves basic technical problems, and escalates complex issues to higher-level support teams. The ideal candidate possesses excellent communication skills, a strong customer service orientation, and a basic understanding of IT systems.

This role requires the candidate to be seconded to the client's office. Exact location of the office will be shared during the interview session.

Responsibilities:

  • Provide first-level technical support to end-users via phone, email, and ticketing system.
  • Log and track support requests, ensuring timely resolution and clear communication.
  • Troubleshoot and resolve common hardware and software issues, including password resets, network connectivity problems, and application errors.
  • Install, configure, and maintain desktop computers, laptops, printers, and other peripherals.
  • Assist with user account management and access control.
  • Follow established procedures and knowledge base articles to resolve issues efficiently.
  • Escalate complex issues to Level 2 or Level 3 support teams as needed.
  • Maintain accurate documentation of support activities and resolutions.
  • Provide basic training and guidance to end-users on IT systems and applications.
  • Maintain a high level of customer satisfaction.

Qualifications:

  • Diploma or equivalent in Information Technology or a related field.
  • Basic understanding of computer hardware, software, and networking concepts.
  • Strong problem-solving and troubleshooting skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong customer service orientation.
  • Familiarity with ticketing systems and remote support tools.
  • Any relevant certifications are a plus.

Preferred Skills:

  • Experience with Windows and macOS operating systems.
  • Knowledge of Microsoft Office Suite and other common applications.
  • Familiarity with network protocols and troubleshooting.
  • Experience with active directory.

Job Type: Full-time

Pay: $2,200.00 - $2,500.00 per month

Schedule:

  • Day shift
  • Monday to Friday
  • On call
  • Weekend availability

Supplemental Pay:

  • Performance bonus

Education:

  • Local Polytechnic Diploma (Preferred)

Experience:

  • IT: 1 year (Preferred)

Work Location: In person


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