L1 helpdesk support

Job highlights

• Bachelor's/Diploma in CS/IT with knowledge of ITSM tools, basic networking, Active Directory, and remote support
• Provide L1 technical support, troubleshoot hardware/software/network issues, manage tickets, escalate complex problems, and maintain documentation

Role Overview

As an L1 Technical Support Engineer / Help Desk Specialist, you will be the first point of contact for customer or user inquiries, technical issues, and service requests. You will be responsible for logging, troubleshooting, and resolving basic technical issues or routing complex tickets to L2/L3 escalation teams while maintaining strong customer satisfaction.

Key Responsibilities

Customer Interaction & Incident Management

• Act as the primary contact for incoming support requests via phone, email, chat, or ticketing systems.
• Log, categorize, track, and prioritize all incoming support tickets accurately using ticketing tools (e.g., ServiceNow, Jira, Zendesk).
• Provide timely updates to users regarding the status of their open tickets and expected resolution times.

Troubleshooting & Technical Support

• Diagnose, troubleshoot, and resolve basic level-1 hardware, software, network, and access issues.
• Perform routine password resets, user account provisioning, access management, and basic software installations/upgrades.
• Follow standard operating procedures (SOPs) and knowledge base articles to address common system errors and end-user problems.

Escalation & Collaboration

• Identify and escalate complex or unresolved issues (L2/L3 support, system administration, software development) following defined escalation matrixes.
• Collaborate with internal teams to ensure seamless hand-off and timely resolution of critical bugs or major outages.

Documentation & Process Improvement

• Document all technical investigations, steps taken, and final resolutions in detail within the ticketing system.
• Help maintain and update knowledge base articles, FAQs, and support workflows for faster issue resolution.

Required Skills & Qualifications

• Education: Bachelors degree/Diploma in Computer Science, Information Technology, or a related field (or equivalent practical experience).

• Technical Skills:

• Basic knowledge of operating systems (Windows, macOS, Linux).

• Fundamental understanding of computer hardware, mobile devices, and peripherals.

• Basic networking concepts (TCP/IP, DNS, VPN, DHCP, Wi-Fi troubleshooting).

• Hands-on experience or familiarity with ITSM ticketing tools (ServiceNow, Jira, Zendesk, Remedy).

• Basic understanding of Active Directory, Microsoft 365 / Google Workspace administration, and remote support tools (AnyDesk, TeamViewer).

• Soft Skills:

• Excellent verbal and written communication skills.

• Strong problem-solving abilities and customer-centric attitude.

• Ability to work effectively in a fast-paced environment and handle high call/ticket volumes.

Preferred Qualifications

• Certifications such as CompTIA A+, CompTIA Network+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
• Experience working in shift environments, including 24/7 or rotational support schedules.