1st Line Support Technician

Join Our Datacenter Hero team as a 1st Line Support Technician

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Job Overview:

We are seeking a highly motivated and technically proficient individual to join our team as a 1st Line Support Technician. As the first point of contact for customer-related issues, you will play a crucial role in ensuring the smooth operation of our organization's technology infrastructure. The ideal candidate should possess strong IT competence, excellent communication skills, and a customer-centric approach to problem-solving.


Responsibilities:

  • User Support:

Provide first-line technical support to end-users via various channels (phone, zendesk, customer portal).

Troubleshoot hardware and software issues, guiding users through problem resolution.

  • IT Incident Management:

Log and track incidents in a ticketing system, ensuring timely resolution.

Escalate complex issues to the appropriate support teams.

  • Documentation:

Maintain accurate records of support activities, including solutions implemented and issues resolved.

Contribute to the development and updating of knowledge base articles.

  • User Training:

Provide basic training to end-users on common software and hardware applications.

Create user-friendly guides and documentation.

  • Collaboration:

Work closely with other support levels and departments to ensure effective problem resolution.

Communicate technical information to non-technical users in a clear and understandable manner.

 

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • Proven experience in a similar 1st Line Support role.
  • Strong understanding of IT systems, hardware, and software.
  • Familiarity with common operating systems (Windows, ) and productivity software (Microsoft 365 etc).
  • Excellent problem-solving and communication skills.
  • Customer-focused with a commitment to delivering high-quality support.


Preferred Skills:

  • IT certifications
  • Knowledge of basic networking concepts.
  • Experience with remote support tools.
  • Familiarity with ITIL framework.


Benefits:

  • Competitive salary.
  • Professional development opportunities.
  • Collaborative and inclusive work environment.