Level 1 It Support

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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