L1 Help Desk Technician

What is your mission?

We are looking for an L1 Help Desk Technician to provide first-line technical support and service desk operations for end users. This role will manage incident resolution, request fulfilment, identity and access management, Microsoft 365 administration, Azure AD / Entra ID user support, asset tracking, knowledge base documentation, security awareness, and continuous service improvement while delivering excellent customer service and meeting SLA targets.

You will provide the best service to our partner brands by performing these tasks:

• Serve as the first point of contact for IT support requests through ticketing systems, email, and phone channels.
• Troubleshoot hardware, software, and end-user issues remotely using RMM platforms and remote access tools.
• Guide users through diagnostic processes to identify and resolve technical issues.
• Escalate unresolved or complex incidents to higher support tiers with complete and accurate documentation.
• Monitor and respond to RMM alerts related to system uptime, disk space, endpoint health, and service availability.
• Process IT service requests, including user access provisioning, software installations, and equipment requests.
• Fulfil service requests according to established procedures and agreed SLA targets.
• Execute employee onboarding and offboarding processes, including account creation, access provisioning, and deprovisioning.
• Maintain user accounts, security groups, and distribution lists within Azure AD / Entra ID and Microsoft 365.
• Support password resets and multi-factor authentication (MFA) setup in accordance with security policies.
• Maintain accurate hardware inventory records and asset lifecycle documentation.
• Track equipment issuance, returns, and asset status updates within asset management systems.
• Create and maintain technical documentation, standard operating procedures, and knowledge base articles.
• Contribute end-user and internal support documentation to improve service desk efficiency.
• Triage phishing and spam reports and promptly escalate potential security incidents.
• Educate end users on cybersecurity best practices during support interactions.
• Identify recurring issues and recommend service improvements, workflow enhancements, and documentation updates.

Who are we looking for?

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
• Minimum 1+ year of experience in an IT support, help desk, service desk, or customer-facing technical support role.
• Experience supporting end users in a fast-paced IT services, technology, MSP, shared services, or BPO environment is an advantage.
• Working knowledge of Windows desktop environments, Microsoft 365, and basic IT troubleshooting methodologies.
• Familiarity with Active Directory, Azure AD / Entra ID, user account administration, access management, and onboarding/offboarding processes.
• Experience using ticketing systems such as ServiceNow, Jira Service Management, or Freshservice.
• Exposure to RMM tools such as NinjaOne, Kaseya, Datto, and remote support platforms.
• Basic knowledge of PowerShell scripting for task automation and operational support.
• Possession of CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), or related certifications is preferred.
• Familiarity with ITIL v4 Foundation principles or other IT service management frameworks.
• Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Strong organisational skills, attention to detail, and ability to manage multiple priorities effectively.
• Customer-focused mindset with strong problem-solving, analytical, and collaboration skills.

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks