1st Level Support Specialist

The 1st Level Support Specialist role at this company involves being the first point of contact for users facing IT issues. The company provides IT support services, focusing on resolving technical problems and ensuring a positive user experience. The specialist will handle a variety of support requests, from hardware and software issues to connectivity and access problems, using multiple communication channels. The main day-to-day responsibilities include receiving, recording, and managing support requests through various means such as phone, email, chat, and a ticketing system. The specialist will troubleshoot and resolve common technical issues, support users with Microsoft Windows, Microsoft 365, and standard business applications, and assist with account administration tasks. Additionally, the role involves setting up and configuring devices, supporting employee onboarding and offboarding, prioritizing tickets based on business impact, and escalating unresolved incidents to higher-level support teams. The specialist will also keep users informed about the status of their requests and maintain accurate ticket records. To qualify for this role, candidates must have a qualification in IT, relevant practical experience, or an equivalent technical background. They should possess foundational knowledge of Windows, Microsoft 365, computer hardware, and basic networking. Familiarity with user account administration and tools like Active Directory or Microsoft Entra ID is essential. Strong troubleshooting skills, clear communication abilities, and a customer-focused mindset are also required. Proficiency in English is mandatory, with additional languages being an advantage. Nice-to-have skills include previous experience in a service desk, help desk, or technical support role, and experience using an IT service management or ticketing platform. A basic understanding of ITIL principles and incident management processes, as well as relevant certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation, are also beneficial. What the role asks for: - A qualification in IT, relevant practical experience, or an equivalent technical background. - Foundational knowledge of Windows, Microsoft 365, computer hardware, and basic networking. - Familiarity with user account administration and tools such as Active Directory or Microsoft Entra ID. - Strong troubleshooting skills and a structured approach to problem-solving. - Clear written and verbal communication skills, with the ability to explain technical topics to non-technical users. - Proficiency in English. - Previous experience in a service desk, help desk, or technical support role (nice-to-have). - Experience using an IT service management or ticketing platform (nice-to-have). - Basic understanding of ITIL principles and incident management processes (nice-to-have). - Relevant certifications, such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation (nice-to-have).