IT Support Technician – L1 Jobs at Emageia in Kandy, Sri Lanka

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  • Post Date: August 22, 2022
  • Applications 0
  • Views 41
Job Overview

IT Support Technician – L1

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  • Engage with our clients in a friendly, quick and helpful manner 
  • Respond to and assist end clients directly for all Level 1/2 technical requests. 
  • Ensure tickets are resolved withing the SLA’s and escalations are attended to on time. 
  • Follow ITIL standards, and ensure all requests are properly logged and documented on the system. 
  • Investigate, troubleshoot, and resolve issues client IT infrastructure, software, and applications requests 
  • Follow up with customers, provide feedback and see problem through to resolution 
  • Ensure client / technical documentation is well maintained. 
  • Create and maintain documentation for on-site processes 
  • Always follow given standard operational procedures (SOP’s). 

You should have, 

  • Ability to solve problems & challenges 
  • Great communications skills, and should be native-fluent in English 
  • Good understanding of support tools, techniques and how IT is used to provide services 
  • Good understanding of operating systems, business applications, printing systems and network systems. 
  • Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices. 
  • Basic experience and knowledge of working with the Microsoft Office 365. 
  • Experience working with vendors for expedited troubleshooting of hardware and software systems 
  • Must be able to type quickly and accurately while talking on the phone 
  • A deep desire to deliver an amazing client experience 

Qualifications Required 

  • Should possess a Diploma / Degree in Information technology Computer Science or equivalent. 
  • Prior work experience working for a Managed Service Provider (MSP) / IT Support Business is a MUST. 
  • Hands on knowledge of IT Applications, Software & Hardware 
  • Experience using enterprise ticketing system such as ManageEngine, Zoho, Fresh service 
  • Experience handling Technical Service Tickets. 
  • Experience providing support via remote tools   


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Job Detail
  • Offered SalaryNot Specified
  • Career LevelNot Specified
  • ExperienceNot Specified
  • GenderBoth
  • INDUSTRYComputer and technology
  • QualificationDiploma
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