Level 1 Technical Support - Experienced

Description

Job Summary: An L1 technician with fundamental skills in operating systems, hardware, networking, and productivity software, focused on incident resolution and ticket management. Key Highlights: 1. L1 support with expertise in operating systems and hardware. 2. Ticket management and SLA compliance. 3. Soft skills for effective communication with users. 1. Fundamental Technical Knowledge An L1 technician must resolve 70%–80% of incidents independently, without external assistance. To achieve this, the technician requires: • Operating Systems: Proficiency in Windows (10/11) and basic knowledge of macOS or Linux. Must be able to configure user accounts, manage permissions, and navigate Control Panel/Terminal. • Hardware and Peripherals: Ability to diagnose physical failures (e.g., PC failing to power on, RAM issues, hard drive failures) and configure printers, scanners, or monitors. • Basic Networking: Understanding of concepts such as IP, DNS, Gateway, and DHCP. Must be able to diagnose why a device lacks internet connectivity (e.g., checking cables, Wi-Fi settings, or running basic commands like ping and ipconfig). • Productivity Software: Expert-level user support for Microsoft 365 (Outlook, Teams, Excel) and Google Workspace. • Remote Support Tools: Proficiency with tools such as TeamViewer, AnyDesk, Quick Assist, or LogMeIn. 2. Management Processes (Help Desk) Technical ability alone is insufficient; the technician must operate within a professional framework: • Ticket Management: Ability to use tools such as Jira, ServiceNow, Zendesk, or GLPI to log, categorize, and prioritize each incident. • SLA Compliance: Understanding that defined response and resolution timeframes must be strictly observed. • Escalation Criteria: Ability to recognize when an issue exceeds one’s technical capabilities or authority and must be escalated to Level 2 or Level 3 (e.g., server failures, critical network infrastructure issues, or database problems). • Documentation: Ability to author troubleshooting guides (Knowledge Base) so other technicians or end users can resolve similar issues in the future. 3. Soft Skills At Level 1, attitude is as important as technical aptitude: • Active Listening and Empathy: Ability to interact calmly and professionally with frustrated or stressed users. • Assertive Communication: Ability to explain technical terms in simple, non-technical language so non-expert users can follow instructions accurately. • Analytical Thinking: Ability to ask the right questions ('Since when has this occurred?', 'What was the last software installed?') to quickly identify the root cause of an issue. -Requirements- Minimum education: Technical diploma 1 year of experience Age: between 18 and 25 years Driver's license: Class A-I Keywords: support, apoyo, soporte, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist