Technical Support L1

In this role, you will serve as a primary IT support specialist and process coordinator, assisting users in resolving everyday technical issues while ensuring the seamless operation of the company's IT infrastructure.

Key Responsibilities

• Resolve Basic Technical Issues (L1 Support): Assist users in troubleshooting common computer problems, provide answers to inquiries, and develop FAQs for frequent solutions.
• Manage Support Tickets: Oversee the centralized IT email inbox, document incoming technical requests, categorize them appropriately, and delegate them to the suitable team.
• Enhance Processes: Revise and streamline IT documentation, manuals, and workflows to boost team efficiency.
• Communicate Updates: Inform employees and management about system maintenance schedules, unexpected outages, or the rollout of new software.
• Generate Reports & Conduct Security Audits: Prepare monthly performance reports and routinely verify access permissions for internal systems.

Requirements

• 2 to 5 years of experience in IT support, business analysis, or system maintenance.