L0 - IT Support Technician

• Serve as the initial contact for users seeking technical assistance via phone, email, chat, or ticketing system.
• Perform basic troubleshooting for hardware, software, network connectivity, and user-access issues.
• Log, categorize, and prioritize incoming tickets accurately in the ITSM system.
• Provide step-by-step guidance to users for simple issues (password resets, account lockouts, basic application errors).
• Escalate unresolved or complex issues to L1/L2 support teams with proper documentation.
• Monitor ticket queues and ensure SLA compliance.
• Maintain knowledge base articles for common issues and solutions.
• Assist with onboarding tasks, such as account setup and device preparation.
• Communicate clearly with users, ensuring a positive support experience.

Desired Candidate Profile

• Required Skills & Qualifications

  • Basic understanding of Windows/Mac OS, MS Office, and common business applications.
  • Familiarity with network basics (Wi-Fi, LAN, VPN).
  • Ability to follow troubleshooting scripts and standard operating procedures.
  • Strong communication and customer service skills.
  • Ability to multitask and work in a fast-paced environment.
  • Prior experience in a helpdesk or customer support role is a plus.

  Preferred Qualifications

  • IT certifications like CompTIA A+, ITIL Foundation, or equivalent.
  • Experience with ticketing systems (ServiceNow, Jira, Freshservice, etc.).
  • Basic understanding of Active Directory, user provisioning, and password policies.

  Key Attributes

  • Patient and user-focused
  • Detail-oriented
  • Quick learner
  • Team player
  • Reliable and punctual