Technical Support Specialist – L1

Job Description

Overview:

The L1 Technical Support Specialist is the first point of contact for end-users seeking technical assistance. The role focuses on resolving basic IT issues, handling service requests, and escalating more complex problems to L2 teams.

Key Responsibilities:

Respond promptly to user inquiries via phone, email, or ticketing system.
Troubleshoot basic hardware, software, and connectivity issues.
Guide users through step-by-step solutions.
Escalate unresolved issues to L2 support or relevant departments.
Log, track, and update incidents and requests using internal ticketing systems.
Assist in account setups, password resets, and access rights management.
Maintain accurate documentation and follow standard operating procedures (SOPs).

Requirements:

0–2 years of experience in IT support or a related role.
Basic knowledge of Windows OS, Microsoft Office Suite, and networking fundamentals.
Strong communication and interpersonal skills.
Customer-centric with good problem-solving abilities.
Bachelor’s degree in Computer Science, IT, or a related field is preferred.