IT Support Engineer

Job Description: L1 IT Support Technician

Job Title: L1 IT Support TechnicianDepartment: Information Technology (IT)Experience: 0–2 YearsEmployment Type: Full-TimeReports To: IT Manager / IT Support Lead

Job Summary

We are looking for a motivated and customer-focused L1 IT Support Technician to provide first-level technical support to employees, troubleshoot hardware and software issues, and ensure the smooth operation of IT systems. The ideal candidate should have good communication skills, basic technical knowledge, and a willingness to learn.

Key Responsibilities

• Provide first-level technical support to users via phone, email, chat, and in person.
• Troubleshoot basic hardware, software, printer, and network connectivity issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Assist users with Windows operating systems, Microsoft Office, Outlook, and Microsoft 365 applications.
• Create, update, and manage IT support tickets using a ticketing system.
• Support user account management, password resets, and access-related issues.
• Assist with basic Wi-Fi, LAN, VPN, and internet connectivity troubleshooting.
• Escalate unresolved or complex technical issues to L2 support or the appropriate IT team.
• Maintain IT asset inventory and update technical documentation.
• Follow company IT policies, security procedures, and data protection guidelines.
• Provide timely updates to users and ensure issues are resolved within agreed service-level agreements (SLAs).

Required Skills and Qualifications

• Basic understanding of computer hardware, software, and operating systems.
• Familiarity with Windows 10/11 and Microsoft Office applications.
• Basic knowledge of networking concepts, including IP addresses, DNS, DHCP, LAN, and Wi-Fi.
• Understanding of troubleshooting methods and remote support tools.
• Good verbal and written communication skills.
• Strong problem-solving skills and a customer-service-oriented approach.
• Ability to prioritize tasks and manage multiple support requests.
• Diploma, associate degree, bachelor’s degree, or relevant IT training is preferred.
• CompTIA A+, ITIL Foundation, or similar certifications are an advantage but not mandatory.

Preferred Qualifications

• Knowledge of Active Directory or Microsoft Entra ID.
• Familiarity with Microsoft 365 administration.
• Experience with IT ticketing tools such as ServiceNow, Jira Service Management, or Zendesk.
• Basic understanding of antivirus software, endpoint security, and IT asset management.

Key Performance Indicators (KPIs)

• First-response and ticket-resolution times.
• Compliance with agreed SLAs.
• User satisfaction and quality of support.
• Accurate ticket documentation.
• Effective escalation of unresolved issues.
• Adherence to IT security policies and procedures.

Ideal Candidate

The ideal candidate is reliable, patient, eager to learn, and able to explain technical solutions in simple language. Fresh graduates and candidates beginning their IT careers are encouraged to apply if they have the required foundational knowledge.

How to Apply: Submit your resume to the designated hiring contact or recruitment team.

Job Type: Full-time

Pay: €2.000,00 - €4.800,00 per month

Work Location: In person