IT Support- Level 1

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).

Industries:Human Resources

Function: Web Development