The Level 1 IT Support Technician is the first point of contact for users experiencing IT-related issues. 

This role involves providing frontline technical support, troubleshooting hardware and software problems, and ensuring timely resolution of user requests. The technician will work across multiple support channels, including phone, email, chat, and ticketing systems, to maintain smooth IT operations and excellent customer service.

• Provide first-level technical support for desktops, laptops, and peripherals (hardware, software, and network issues).
• Troubleshoot Windows 10/11 OS and Microsoft Office 365 application issues.
• Assist with Microsoft 365 and SharePoint troubleshooting.
• Manage user accounts (password resets, MFA resets, and account unlocks).
• Support mobile devices including hardware, OS, app setup, and mobile email configurations.
• Perform virus remediation and basic security tasks using Sophos Antivirus or similar tools.
• Use NinjaOne and AMVAC Help Desk systems to manage support tickets.
• Communicate professionally with users via phone, email, and Microsoft Teams.
• Respond promptly to tickets, meeting SLAs—especially Severity 1 issues within 30 minutes.
• Handle daily workload of 15–20 tickets, about 2 calls, 3 emails, and varying chat support.

• At least 1 year of experience in Customer Service or IT Help Desk Support.
• Basic knowledge in troubleshooting hardware, software, printers and network problems, specifically Windows OS, AD, MS 365, Sharepoints, password resets and Antivirus cleaning.
• Experience using ticketing systems (e.g., NinjaOne).
• English communication skills with clear pronunciation and professional phone etiquette.
• Strong customer service skills with the ability to explain technical issues clearly to non-technical users.
• Ability to prioritize tasks effectively and work well within a team.
• Proactive, team-oriented, and adaptable to a dynamic IT environment.