1st Level Support Specialist

About the role

We are looking for a service‑oriented 1st Level Support Specialist to serve as the first point of contact for users experiencing IT issues. You will provide timely assistance, resolve common technical problems, and ensure that requests requiring further investigation are escalated with clear documentation.

Key responsibilities

• Receive, record, and manage support requests via phone, email, chat, and the ticketing system.
• Troubleshoot and resolve common hardware, software, connectivity, and access issues.
• Support users with Microsoft Windows, Microsoft 365, and standard business applications.
• Assist with account administration, password resets, and access requests following approved procedures.
• Set up and configure laptops, desktops, peripherals, and mobile devices.
• Support employee onboarding and off‑boarding, including device preparation and account‑related tasks.
• Prioritise tickets according to business impact, urgency, and agreed service levels.
• Escalate unresolved incidents to 2nd Level Support or specialist teams, providing relevant diagnostic information.
• Keep users informed about the status and progress of their requests.
• Maintain accurate ticket records and contribute to knowledge‑base articles and support documentation.

Required profile

• A qualification in IT, relevant practical experience, or an equivalent technical background.
• Foundational knowledge of Windows, Microsoft 365, computer hardware, and basic networking.
• Familiarity with user account administration tools such as Active Directory or Microsoft Entra ID.
• Strong troubleshooting skills and a structured approach to problem‑solving.
• Clear written and verbal communication skills, with the ability to explain technical topics to non‑technical users.
• A customer‑focused mindset, patience, and a professional approach.
• The ability to prioritise tasks, maintain accurate documentation, and collaborate effectively.
• Proficiency in English; additional languages are an advantage.

Required skills

• Microsoft Windows
• Microsoft 365
• Active Directory
• Microsoft Entra ID
• Basic networking
• Computer hardware
• Peripheral devices
• Mobile device configuration
• Ticketing system (IT service management)