Duties and Responsibilities:

Incident Management:

• Act as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.
• Log and categorize incoming incidents and service requests in the ticketing system.
• Provide regular updates to users on the progress of their issues.

PC & Peripheral Troubleshooting:

• Diagnose and troubleshoot basic hardware issues, including desktops, laptops, monitors, keyboards, mice, speakers, microphones, and printers.
• Perform hardware checks and configurations (e.g., USB ports, connections, device drivers).
• Assist with basic software troubleshooting for operating systems (Windows, macOS) and standard office applications.
• Install, configure, and support PC peripherals (e.g., printers, scanners, external drives)

Network & Telephony Support:

• Troubleshoot basic network connectivity issues (e.g., LAN, WAN, wireless).
• Support IP routing configurations and perform basic diagnostics on routers, switches, and firewalls.
• Assist in troubleshooting DNS, DHCP, and TCP/IP network issues.
• Provide initial support for VoIP and traditional phone system issues.
• Troubleshoot basic telecom connectivity problems, such as dropped calls or connection failures.

Basic Application Support:

• Provide first-level support for enterprise applications (e.g., Microsoft Office, CRM systems).
• Assist with password resets, account configurations, and basic application errors.
• Troubleshoot basic issues related to software installations and functionality.

Collaboration:

• Work closely with Level 2 and Level 3 teams to escalate and resolve more complex issues.
• Collaborate with other IT teams on cross-functional projects as needed.
• Required Skills and Qualifications:

Technical Skills:

• Experience with diagnosing and troubleshooting hardware (desktops, laptops, printers, peripherals).
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP) and IP routing.
• Basic understanding of telecommunications systems (VoIP, analog systems).
• Ability to support operating systems (Windows, macOS) and common office applications (Microsoft Office, Google Workspace).
• Experience with enterprise ticketing systems (e.g., ServiceNow, Jira).

Soft Skills:

• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation and interpersonal skills.

Qualifications:

• CompTIA A+ or Network+ certification (preferred).
• ITIL Foundations
• 1-2 years of experience in a technical support or helpdesk role.
• Associate or bachelor’s degree in IT or a related field.