Level 1 Technical Support - Experienced

Description

Job Summary: Level 1 Technician with fundamental skills in operating systems, hardware, networking, and productivity software, focused on incident resolution and ticket management, with strong emphasis on user support and analytical thinking. Key Highlights: 1. Resolution of technical incidents in operating systems and hardware. 2. Professional ticket management and SLA compliance. 3. Development of soft skills: empathy, communication, and analytical thinking. 1. Fundamental Technical Knowledge An L1 technician must resolve 70% to 80% of incidents 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 not powering 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 (cable inspection, Wi-Fi status, or basic commands like ping and ipconfig). • Productivity Software: Expert-level end-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 competence alone is insufficient; the technician must operate within a professional framework: • Ticket Management: Ability to use tools like Jira, ServiceNow, Zendesk, or GLPI to log, categorize, and prioritize each incident. • SLA Compliance: Understanding that defined response and resolution timeframes must be met. • Escalation Criteria: Ability to identify when an issue exceeds one’s expertise 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 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 with frustrated or stressed users. • Assertive Communication: Ability to explain technical terms in simple language so non-technical users can follow instructions. • Analytical Thinking: Ability to ask the right questions ('Since when has this occurred?', 'What was the last software installed?') to quickly identify root causes. -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