Job Description:Provide Level 1 technical support to users via phone, email, and remote support tools, ensuring issues are resolved efficiently and professionally. Log, manage, and escalate support tickets where required while delivering a high standard of customer service. Assist with troubleshooting Windows, Microsoft 365, hardware, software, and basic network-related issues.
Skills & Experience:- Strong customer service and communication skills
- Excellent written and spoken English
- Solid understanding of Windows operating systems
- Basic knowledge of Microsoft 365 applications and services
- Ability to diagnose and troubleshoot common IT issues
- Exposure to ticketing systems (e.g. ServiceNow, Freshservice, Zendesk, Jira Service Management)
- Experience using remote support tools is advantageous
- Strong problem-solving skills and attention to detail
- Ability to work effectively in a fast-paced support environment
- Relevant IT qualification, certification, or equivalent experience preferred
Qualification:- CompTIA A+ Certification
- CompTIA Network+ Certification
- Relevant IT Diploma, Degree, or equivalent technical qualification advantageous
- Microsoft certifications beneficial
- Exposure to Active Directory and user account administration
- Basic networking knowledge (DNS, DHCP, TCP/IP)
- Experience supporting desktop, laptop, and mobile devices
- Previous experience in an IT helpdesk or service desk environment
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