Level 1 Support Analyst

Description

Job Summary: The professional will provide first-level technical support, register and track service tickets, resolve hardware, software, and network issues, and guide users. Key Highlights: 1. First-level technical support and assistance (remote and/or on-site) 2. Diagnose and resolve hardware, software, and network issues 3. Guide users in using IT systems and resources **Description and Responsibilities:** **Schedule:** To be determined **Level:** Operational **Employment Type:** Service Provider \- PJ **Work Model: On-site, Monday to Friday.** * Provide first-level technical support (remote and/or on-site). * Register, classify, and track service tickets in the ticket management system. * Diagnose and resolve basic hardware, software, and network issues. * Guide users in using systems, applications, and IT resources. * Escalate tickets to higher levels (N2/N3\) when necessary. * Monitor resolution of requests, ensuring timely feedback to users. * Assist with configuration of equipment (computers, printers, email accounts, access permissions, etc.). * Contribute to updating the knowledge base and documentation of procedures. **Requirements:** * Completed technical or undergraduate degree in IT, Computer Networks, Information Systems, or related fields. * Basic knowledge of operating systems (Windows and/or Linux). * Fundamental understanding of networking (TCP/IP, DNS, DHCP). * Basic proficiency in Microsoft Office suite and corporate tools. * Prior experience in user support is considered a plus. **Preferred Qualifications (not mandatory)** * Prior experience in Service Desk or Help Desk. * Familiarity with ITSM tools (GLPI, Jira Service, ServiceNow, or similar). * Basic understanding of ITIL. * Experience with Active Directory and access management. **Benefits:** No benefits provided