Level 1 IT Support Technician

SUMMARY

As a Level 1 Technician at our Managed Service Provider, you will be the frontline of our IT support, playing a critical role in maintaining the operational efficiency of our clients' IT environments. This position requires a balance of technical knowledge, problem-solving skills, and excellent customer service abilities. You will handle a variety of technical issues, ensuring swift resolution and high customer satisfaction.

JOB RESPONSIBILITIES

• Technical Support
• Assist with resetting passwords and guiding users through password recovery for various systems and applications.
• Troubleshoot and resolve printer connectivity issues, manage print queues, and perform basic maintenance tasks such as replacing toner cartridges.
• Set up and troubleshoot email accounts across various clients (e.g., Outlook, Gmail), including on mobile devices.
• Install new software applications and ensure existing software is up to date, troubleshooting any issues that arise during the process.
• Diagnose and resolve network connectivity issues, ensuring devices are properly connected and configured within the network.
• Problem Solving
• Address basic hardware issues, including malfunctioning peripherals and simple hardware upgrades.
• Utilize remote desktop tools to diagnose and resolve issues, providing direct support to users.
• Identify and eliminate security threats, ensuring systems are clean and secure.
• Data Management
• Support users in backing up data and recovering lost files, ensuring data integrity and availability.
• Documentation and Communication
• Document all troubleshooting steps and solutions, maintaining detailed records of user interactions, service hours encumbered and support activities.
• Offer basic training and tips to users for optimizing their use of software and IT systems.
• Engage with clients to understand their issues, providing updates on resolution progress in a clear and professional manner.
• Service Management
• Efficiently manage and prioritize incoming support tickets, ensuring timely resolutions.
• Quickly identify issues that require higher-level intervention and escalate them to Tier 2 technicians or specialized support teams as necessary.

QUALIFICATIONS

• Fundamental understanding of IT principles and an ability to troubleshoot basic technical issues.
• Experience with various operating systems, office software, and network configurations.
• Excellent verbal and written communication skills, with an emphasis on providing clear and understandable instructions.
• Strong organizational skills and the ability to multitask effectively.
• A customer-focused attitude, with patience and empathy for user concerns.
• A team player mentality, willing to share knowledge and assist colleagues in a dynamic work environment.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are an advantage but not required.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.
• Willing to work 6 months contract