As a First Line IT Support Technician, you will be the first point of contact for users experiencing technical issues. You will provide efficient and effective support to ensure the smooth operation of IT systems. Your role will involve diagnosing and resolving technical problems, managing user accounts, and ensuring the overall satisfaction of users.
Key Responsibilities:
- Provide first-line technical support to clients via phone, email, and remote access.
- Diagnose and resolve hardware and software issues, including Microsoft 365 and Active Directory.
- Manage user accounts, permissions, and access rights using Active Directory.
- Assist with the setup, configuration, and maintenance of IT equipment.
- Document and track all support requests in the ticketing system.
- Escalate unresolved issues to second-line support when necessary.
- Maintain a high level of customer service and professionalism at all times.
- Stay updated with the latest industry trends and technologies to provide effective support.
Requirements:
- Proven experience in a first-line IT support role.
- Strong knowledge of Microsoft 365 and Active Directory.
- Excellent troubleshooting and problem-solving skills.
- Familiarity with Windows operating systems and common software applications.
- Strong communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Customer-focused with a positive attitude and a willingness to learn.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.
If you are passionate about IT support and have the skills and experience, we are looking for, we would love to hear from you!