IT Support Technician (Level 1)

About the role

The Level 1 IT Support Technician serves as the first point of contact for users, handling incidents, service requests, identity management, asset tracking, and security awareness while continuously seeking process improvements.

Key responsibilities

• Incident Management – act as first point of contact via ticketing system, email and phone, troubleshoot remotely and escalate when needed.
• Request Fulfillment – process user requests for access, equipment and software, follow approved workflows and meet SLA targets.
• Identity & Access Management – create, modify and de‑provision accounts in Azure AD/Entra ID and Microsoft 365, handle password resets and MFA setup.
• Asset & Configuration Management – maintain accurate hardware inventory and update lifecycle logs.
• Knowledge & Security – create documentation, contribute to knowledge base, triage phishing reports and educate users on security best practices.
• Continual Improvement – identify recurring issues, suggest process enhancements and provide feedback on documentation gaps.

Required profile

• At least 1 year of experience in an IT support, help desk or service desk role (including internships or customer‑facing technical positions).
• Working knowledge of Windows desktop environments and Microsoft 365.
• Familiarity with Active Directory or Azure AD/Entra ID for basic account administration.
• Experience with ticketing platforms such as ServiceNow, Jira Service Management or Freshservice.
• Exposure to RMM tools (e.g., NinjaOne, Kaseya, Datto) and remote support software.
• Strong written and verbal communication skills to explain technical concepts to non‑technical users.

Required skills

• Windows desktop operating systems
• Microsoft 365 administration
• Active Directory / Azure AD (Entra ID)
• ServiceNow, Jira Service Management, Freshservice
• RMM tools: NinjaOne, Kaseya, Datto
• Remote support tools
• PowerShell scripting (basic)