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, handling incidents, service requests, and on‑site support across remote and office locations.

Key responsibilities

• Receive and log IT support requests via phone, email, or ticketing system.
• Troubleshoot and resolve hardware, software, network, and cloud issues at Level 1.
• Escalate complex problems to higher‑level support teams.
• Provide on‑site assistance for devices, printers, peripherals, and network connectivity.
• Support Microsoft 365 and Azure environments, assisting with account access and basic configuration.
• Document issues, steps taken, and resolutions in the service management system.
• Assist with routine maintenance tasks such as patching, updates, backups, and system checks.
• Promote IT security best practices and compliance during all support activities.

Required profile

• Local citizens preferred.
• 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.
• Strong problem‑solving, communication, and customer‑service skills.

Required skills

• Operating systems: Windows, macOS, Linux.
• Cloud platforms: Microsoft 365, Azure.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN.
• IT hardware: laptops, desktops, printers, peripherals.