L1 IT Support

Overview of the Role

The Level 1 IT Support serves as the first point of contact for users seeking technical assistance with software applications, hardware, and IT-related issues. This role involves troubleshooting, diagnosing problems, and providing solutions to ensure a seamless user experience. The role will possess strong communication skills, a customer-centric approach, and a basic understanding of IT concepts.

Main duties include :

• Installing and configuring hardware, software, systems, networks, printers, and scanners.
• Diagnosing and troubleshooting hardware, software, and network issues.
• Monitoring and maintaining computer systems and networks.
• Setting up accounts for new users.
• Repairing and replacing equipment as needed.
• Testing new technology.
• Maintaining desktops, laptops, printers, and peripherals.
• Performing routine maintenance, updates, and backups.
• Gathering feedback from users to enhance training.
• Documenting support tickets and solutions.
• Maintaining records of IT incidents and service requests to identify trends and improve IT support processes.
• Running reports to analyze common issues.

Requirements

Benefits