Level 1 Support Technician

Description

Job Summary: Responsible for first-level technical support and help desk services, including logging, classifying, and resolving incidents and service requests, as well as providing support for operating systems, software, and networks. Key Highlights: 1. First-level technical support and help desk services 2. Remote and on-site technical support for operating systems and networks 3. Creation and maintenance of user accounts in Active Directory **Responsibilities:** * Providing first-level technical support and help desk services, serving as the single point of contact for ICT users * Logging, classifying, resolving, and escalating incidents and service requests according to defined SLAs * Operating the ITSM system to ensure high-quality logging, tracking, and closure of service tickets * Providing remote and on-site technical support for operating systems, software, networks, and IT equipment * Creating and maintaining user accounts, groups, and email lists in Active Directory * Guiding users on appropriate use of systems and technological resources * Identifying recurring issues and supporting continuous improvement of service delivery **What We Are Looking For:** * Completed high school education * Certification or training in customer service excellence * Minimum 1 year of experience in on-site and remote technical support * Experience with remote access tools * Strong communication skills, organizational ability, and user focus **Preferred Qualifications:** * Experience with ITSM tools * Familiarity with structured corporate environments (government or large enterprises) **Knowledge and Skills:** * Windows operating system support * Fundamental networking knowledge (TCP/IP, DNS, DHCP) * Active Directory (user creation and management) * Remote access tools * Hardware and software troubleshooting and resolution * Strong communication and user support skills **Benefits:** * Health insurance * Meal allowance or food allowance * Transportation allowance * Life insurance