Job Description

A Level 1 Computer Technician, is the first point of contact for users experiencing technical issues.

Core responsibilities

Provide user support:

Respond to technical inquiries from end-users via phone, email, or a ticketing system.

Basic troubleshooting:

Diagnose and resolve common software, hardware, and network issues, such as password resets, printer connectivity problems, and application errors.

Ticket management:

Accurately log all support requests, customer interactions, and resolution steps in the help desk ticketing system.

Software and hardware maintenance:

Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and other peripherals.

User onboarding and offboarding:

Set up user accounts, configure workstations for new employees, and manage access rights in systems like Active Directory and Microsoft 365.

Network assistance:

Troubleshoot basic network problems, including local area network (LAN) and wide area network (WAN) connectivity issues.

Escalate issues:

Refer unresolved or complex problems to Level 2 or Level 3 technicians when necessary, providing clear and detailed documentation.

Documentation:

Contribute to and maintain the IT knowledge base by documenting new solutions and procedures

Qualifications and skills

Experience:

Previous experience in a technical support, customer service, or help desk role is required.

Technical knowledge:

Proficiency with Windows and macOS operating systems. Familiarity with Microsoft Office Suite or Microsoft 365. Basic knowledge of networking concepts (e.g., TCP/IP, DNS, VPN). Experience with ticketing systems

Soft skills:

Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. Strong customer service orientation, emphasizing patience and empathy.

Compensate to be determined on experience.

Job Type: Full-time

Expected hours: 37.5 per week

Experience:

IT: 2 years (required)
Licence/Certification:

Driving Licence (required) CompTIA A+ (required) CompTIA Network+ (required)
Work Location: In person