L1 support

Role Purpose

Provide first-line user and operational support for Chat and Collaboration Platforms, ensuring timely ticket triage, effective resolution of common access and usage issues, accurate escalation and compliance with agreed service levels.

Key Responsibilities

• Act as the first point of contact for incidents and service requests.
• Support user onboarding, offboarding, access provisioning and common configuration requests.
• Troubleshoot basic login, SSO and Microsoft Entra ID-related access issues using approved runbooks.
• Support application installation, configuration and common end-user usage issues.
• Monitor operational dashboards and alerts, perform initial validation and raise incidents.
• Categorise, prioritise, document and track tickets through the ITSM tool.
• Escalate unresolved or high-impact issues to L2 with complete diagnostic information.
• Track SLA compliance, communicate ticket progress and maintain user-facing updates.
• Create and update knowledge articles for repeat incidents and standard requests.
• Support rollout, adoption and end-user awareness activities when required.

Mandatory Skills

• Support experience with an enterprise chat/collaboration platform.
• User access management and basic SSO troubleshooting.
• Microsoft Entra ID fundamentals.
• ITSM/ServiceNow or an equivalent ITSM platform.
• ITIL-aligned Incident and Request Management.
• Good customer communication and ticket documentation skills.

Good-to-Have Skills

• Basic PowerShell knowledge.
• DNS fundamentals.
• SSL certificate awareness.
• Basic Linux administration.
• Application monitoring tools.
• End-user training and adoption support.

Qualifications

• Graduate degree in Engineering, Computer Science, Information Technology or a related discipline.
• Relevant ITIL certification is preferred; practical adherence to ITIL processes is essential.

Expected Competencies

• Service-oriented communication and patience with end users.
• Accurate ticket triage, documentation and SLA tracking.
• Ability to follow runbooks and recognise when escalation is required.
• Willingness to learn and work in a shift-based production-support environment.