Job Overview

IT Support Technician – L1

Responsibilities 

• 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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