1st Level Support Specialist

About the Role

We are looking for a service-oriented 1st Level Support Specialist to serve as the first point of contact for users experiencing IT issues. You will provide timely assistance, resolve common technical problems, and ensure that requests requiring further investigation are escalated with clear documentation.

This role combines technical troubleshooting with strong communication skills and a commitment to delivering a positive user experience.

Key Responsibilities

• Receive, record, and manage support requests via phone, email, chat, and the ticketing system.
• Troubleshoot and resolve common hardware, software, connectivity, and access issues.
• Support users with Microsoft Windows, Microsoft 365, and standard business applications.
• Assist with account administration, password resets, and access requests in accordance with approved procedures.
• Set up and configure laptops, desktops, peripherals, and mobile devices.
• Support employee onboarding and offboarding, including device preparation and account-related tasks.
• Prioritise tickets according to business impact, urgency, and agreed service levels.
• Escalate unresolved incidents to 2nd Level Support or specialist teams, providing relevant diagnostic information.
• Keep users informed about the status and progress of their requests.
• Maintain accurate ticket records and contribute to knowledge base articles and support documentation.
• Follow IT security policies and escalate suspected security incidents promptly.

Requirements

Required Qualifications and Skills

• A qualification in IT, relevant practical experience, or an equivalent technical background.
• Foundational knowledge of Windows, Microsoft 365, computer hardware, and basic networking.
• Familiarity with user account administration and tools such as Active Directory or Microsoft Entra ID.
• Strong troubleshooting skills and a structured approach to problem-solving.
• Clear written and verbal communication skills, with the ability to explain technical topics to non-technical users.
• A customer-focused mindset, patience, and a professional approach.
• The ability to prioritise tasks, maintain accurate documentation, and collaborate effectively.
• Proficiency in English; additional languages are an advantage.

Preferred Qualifications

• Previous experience in a service desk, help desk, or technical support role.
• Experience using an IT service management or ticketing platform.
• Basic understanding of ITIL principles and incident management processes.
• Relevant certifications, such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation.