Level 1 IT Support Technician (6-Month Contract)
ScalableOS Level 1 IT Support Technician (6-Month Contract)
SUMMARY
As a Level 1 Technician at our Managed Service Provider, you will be the frontline of our IT support, playing a critical role in maintaining the operational efficiency of our clients' IT environments. This position requires a balance of technical knowledge, problem-solving skills, and excellent customer service abilities. You will handle a variety of technical issues, ensuring swift resolution and high customer satisfaction.
JOB RESPONSIBILITIES
- Technical Support
- Assist with resetting passwords and guiding users through password recovery for various systems and applications.
- Troubleshoot and resolve printer connectivity issues, manage print queues, and perform basic maintenance tasks such as replacing toner cartridges.
- Set up and troubleshoot email accounts across various clients (e.g., Outlook, Gmail), including on mobile devices.
- Install new software applications and ensure existing software is up to date, troubleshooting any issues that arise during the process.
- Diagnose and resolve network connectivity issues, ensuring devices are properly connected and configured within the network.
- Problem Solving
- Address basic hardware issues, including malfunctioning peripherals and simple hardware upgrades.
- Utilize remote desktop tools to diagnose and resolve issues, providing direct support to users.
- Identify and eliminate security threats, ensuring systems are clean and secure.
- Data Management
- Support users in backing up data and recovering lost files, ensuring data integrity and availability.
- Documentation and Communication
- Document all troubleshooting steps and solutions, maintaining detailed records of user interactions, service hours encumbered and support activities.
- Offer basic training and tips to users for optimizing their use of software and IT systems.
- Engage with clients to understand their issues, providing updates on resolution progress in a clear and professional manner.
- Service Management
- Efficiently manage and prioritize incoming support tickets, ensuring timely resolutions.
- Quickly identify issues that require higher-level intervention and escalate them to Tier 2 technicians or specialized support teams as necessary.
QUALIFICATIONS
- Fundamental understanding of IT principles and an ability to troubleshoot basic technical issues.
- Experience with various operating systems, office software, and network configurations.
- Excellent verbal and written communication skills, with an emphasis on providing clear and understandable instructions.
- Strong organizational skills and the ability to multitask effectively.
- A customer-focused attitude, with patience and empathy for user concerns.
- A team player mentality, willing to share knowledge and assist colleagues in a dynamic work environment.
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are an advantage but not required.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
- Willing to work 6 months contract