Job Description

Key Responsibilities:

• Provide Level 1 technical support for end users
• Escalate more complex issues as needed
• Learn and adapt quickly in a fast-paced environment

Qualifications:

• Strong interest in IT and willingness to learn
• Excellent communication and problem-solving skills
• Deliver strong customer service while maintaining professionalism on calls; effectively identify root issues and route/escalate requests to the appropriate teams for resolution
• Technical experience is a plus, but not required

Expectations :

• Answer inbound calls, emails, and tickets to provide first-level technical support
• Create, document, and track incidents and service requests in a ticketing system
• Troubleshoot basic hardware, software, and login/access issues
• Provide timely updates to users and ensure a positive customer experience
• Escalate unresolved or complex issues to the appropriate teams
• Follow established processes, SLAs, and documentation standards
• Reset passwords and manage basic user account requests
• Assist with onboarding/offboarding tasks (account setup, equipment coordination)
• Maintain accurate records of issues, resolutions, and troubleshooting steps
• Prioritize and manage multiple requests in a fast-paced environment

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