Level 1 Technical Support
University graduate in:
• Technician or Technologist
• Systems Engineer, Computer Science, etc.
Experience:At least 1 year providing basic IT services for end-user support from a help desk or as on-site support.
Knowledge:Technical: Basic knowledge of Office, mainly Excel and email tools, operating systems, and basic concepts of networking and internet technologies.
Desirable Knowledge: ITIL Foundation and/or certification in Windows 10 and 11 operating systems and desktop tools.
Personal Competencies:Soft Skills: Customer service, assertive communication, and teamwork.
Responsibilities:- Management of office applications.
- Customer service and support at the workplace.
- Remote assistance via MS Teams.
- User support via email (Good spelling required).
- Documentation and closure of cases and tasks in the incident management platform.
- Support through remote control tools.
- Inventory management.
- IMAC support (Installations, Moves, Additions, and Changes of Hardware and Software).
A. Provide an alternative point of contact in the office for end users of the corporation to handle requests (inquiries, incidents, and service requests).
B. Perform periodic checks of basic services in the offices, ensuring the proper functioning and status of meeting rooms, Wi-Fi, email, internet access, printing and document scanning, data center inspections, and IT asset inventory.
C. Address, resolve, and document requests escalated according to the scope of the service provided.
D. Timely escalation of IT incidents to the different resolution groups within the service structure.
E. Follow-up on staff requests.
F. Technical support and maintenance for hardware and software repair for end users.
G. On-site support through remotely guided activities for hardware or software installation and configuration services.
H. Assistance during meetings and events.
I. Moves, additions, changes, and relocations.
J. Management of assets and service configurations.
University graduate in:
• Technician or Technologist
• Systems Engineer, Computer Science, etc.
Experience:At least 1 year providing basic IT services for end-user support from a help desk or as on-site support.
Knowledge:Technical: Basic knowledge of Office, mainly Excel and email tools, operating systems, and basic concepts of networking and internet technologies.
Desirable Knowledge: ITIL Foundation and/or certification in Windows 10 and 11 operating systems and desktop tools.
Personal Competencies:Soft Skills: Customer service, assertive communication, and teamwork.
Responsibilities:- Management of office applications.
- Customer service and support at the workplace.
- Remote assistance via MS Teams.
- User support via email (Good spelling required).
- Documentation and closure of cases and tasks in the incident management platform.
- Support through remote control tools.
- Inventory management.
- IMAC support (Installations, Moves, Additions, and Changes of Hardware and Software).
A. Provide an alternative point of contact in the office for end users of the corporation to handle requests (inquiries, incidents, and service requests).
B. Perform periodic checks of basic services in the offices, ensuring the proper functioning and status of meeting rooms, Wi-Fi, email, internet access, printing and document scanning, data center inspections, and IT asset inventory.
C. Address, resolve, and document requests escalated according to the scope of the service provided.
D. Timely escalation of IT incidents to the different resolution groups within the service structure.
E. Follow-up on staff requests.
F. Technical support and maintenance for hardware and software repair for end users.
G. On-site support through remotely guided activities for hardware or software installation and configuration services.
H. Assistance during meetings and events.
I. Moves, additions, changes, and relocations.
J. Management of assets and service configurations.