IT Specialist – Level 1 Support

About the role

The IT Specialist (Level 1 Support) provides first‑line technical assistance for a wide range of technologies, including cloud services, on‑premises infrastructure, and end‑user devices. You will be the initial point of contact for users, delivering timely troubleshooting, escalation, and on‑site support in both remote and office environments.

Key responsibilities

• Receive and respond to user requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, network, and cloud issues at Level 1.
• Escalate complex incidents to higher‑level support teams.
• Provide on‑site assistance for devices, printers, peripherals, and network connectivity.
• Support Microsoft 365, Azure, or similar cloud platforms for account access and basic configuration.
• Document issues, steps taken, and resolutions in the ITSM system.
• Assist with routine maintenance such as patching, updates, backups, and system checks.
• Collaborate with cross‑functional IT teams to ensure service delivery.
• Promote IT security best practices and compliance.

Required profile

• Diploma or bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 1–2 years of experience in IT support or help‑desk roles (preferred).
• Strong problem‑solving, communication, and customer‑service orientation.
• Ability to prioritize tasks and manage time effectively.

Required skills

• Operating systems: Windows, macOS, Linux.
• Cloud platforms: Microsoft 365, Azure (or equivalent).
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN.
• Hardware: laptops, desktops, printers, peripherals.