L1 Technical Support

About the role

We are looking for a proactive Level 1 Technical Support professional to provide first‑line assistance to end‑users. You will handle tickets submitted via phone, email, or our customer portal, ensuring timely resolution and smooth escalation when needed.

Key responsibilities

• Respond to end‑user tickets and provide technical support across multiple channels.
• Escalate complex issues to Tier 2 or Tier 3 technicians.
• Troubleshoot basic networking problems, including DNS and DHCP.
• Perform workstation imaging and virus/malware removal.
• Maintain and update support documentation.

Required profile

• 1‑2 years of hands‑on IT support experience, preferably with a Managed Service Provider (MSP).
• Strong communication skills, both written and verbal.
• Resourceful and able to take initiative in a dynamic environment.
• Willingness to obtain ITIL Foundation, CompTIA A+, Network+, and Security+ certifications within the onboarding period.

Required skills

• Administration of Office 365 and the Office product suite.
• Active Directory management, including Group Policy and AD topology troubleshooting.
• Understanding of VoIP technologies and basic troubleshooting.
• Knowledge of SaaS product licensing and management.
• Experience with DNS, DHCP, workstation imaging, and malware removal.
• Familiarity with ticketing systems and MSP environments.