Level 1 Technical Support Specialist
3 days ago
This role involves providing first-line technical support, troubleshooting basic issues, escalating complex problems to higher-level engineers and delivering exceptional customer service.
Key Responsibilities:
- Provide initial technical assistance to end-users.
- Log, categorize and prioritize all incoming IT support tickets in the ticketing system.
- Perform hardware, software, applications and network connectivity troubleshooting.
- Assist users with password resets, account unlocks and basic application support.
- Escalate unresolved or complex issues to senior engineers with detailed notes and logs.
- Document accurate and up-to-date procedures and solutions.
- Educate users on common IT issues and best practices.
- Participate in on-call rotations as required.
- Contribute to continuous improvement initiatives for service desk operations.
Requirements:
- Bachelor's degree in Information Technology, Computer Science or a related field (or equivalent practical experience).
- 2+ years of experience in an IT service desk role.
- Strong understanding of computer systems, Google Administration, Google Workspace Applications and common business applications.
- Basic knowledge of network fundamentals.
- Excellent communication and interpersonal skills.
- Ability to troubleshoot and resolve technical issues efficiently.
- Customer-centric mindset with a focus on positive user experiences.
- Ability to work independently and as part of a team.
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