First-Level Technical Support Specialist

About the role

We are looking for a proactive First-Level Technical Support Specialist to handle incoming service requests via phone, email, and our helpdesk ticketing system. You will ensure timely acknowledgment, professional customer service, and swift resolution of common IT issues across our retail locations.

Key responsibilities

• Provide first‑level support for POS terminals, laptops, desktops, printers, MS365 applications, and basic network connectivity.
• Log all tickets accurately, categorize, assign priority, and document resolutions.
• Escalate complex issues to senior associates or appropriate IT teams with clear problem descriptions.
• Maintain ticket workload to meet response‑time and resolution targets.
• Perform basic user account management: password resets, access permissions, and new‑user setup in MS365 and other business systems.
• Deliver remote and on‑site support to retail locations across airport terminals.
• Assist with hardware deployment, configuration, peripheral connections, and software installations.
• Contribute to knowledge‑base articles by documenting solutions and updating procedures.
• Participate in continuous learning and training programs.

Required profile

• Strong customer‑service orientation with the ability to communicate technical information clearly.
• Detail‑oriented and able to follow documented procedures.
• Willingness to work both remotely and on‑site as needed.

Required skills

• POS terminals
• Laptops and desktops
• Printers
• Microsoft 365
• Basic network connectivity
• Helpdesk ticketing system
• Remote support tools
• Hardware deployment and configuration
• User account management (password resets, access permissions, new‑user setup)