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

• Bachelor's degree in Information Technology or related field is preferrable.
• Previous experience in a technical support role or customer service role preferred.
• Basic understanding of computer hardware, software, and networking concepts.
• Familiarity with Windows and/or macOS operating systems.
• Excellent communication skills and ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and ability to work under pressure in a fast-paced environment.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable but not required.
• Willingness to learn and adapt to new technologies and processes.

Benefits

• 500K per incident HMO coverage + Dental & Optical benefits
• 2-week paid Christmas vacation
• Electricity & Data subsidies
• 25K Educational Assistance
• Training and equipment will be provided
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM