L1 Helpdesk Technician (VIC)
Core
Provide technical assistance and support via phone, email, or chat to end-users experiencing computer hardware, software, or network-related issues.
Role type
L1 Helpdesk Technician
Builds
Resolves technical problems to ensure computer systems and networks function properly, minimizing downtime.
Domain
IT Support / MSP
Deliverable
client delivery
Required skills
troubleshooting, PSA system documentation, Windows/macOS administration, Microsoft Office support, hardware setup, on-site support coordination
Preferred skills
Microsoft 365 Fundamentals, VoIP, Azure, Active Directory, Exchange, DNS, IIS
Technologies
Windows OS, macOS, Microsoft Office, Windows Server, PSA systems
Responsibilities
Provide telephone and ticketing support; investigate and diagnose basic technical problems; document customer interactions; collaborate with engineering teams; update knowledge base; support clients within SLA metrics; assist with workstation/laptop deployments and hardware procurement.
Seniority
Junior, entry-level IC