Level 1 Support Technician (Helpdesk / Service Desk)

Description

Job Summary: Provide first-level technical support and assistance to end users across multiple corporate accounts, ensuring timely resolution of incidents. Key Highlights: 1. First-level remote technical support for corporate users 2. Incident resolution and compliance with satisfaction SLAs 3. Management of multiple corporate accounts with adaptability POSITION: Level 1 Support Technician (Helpdesk / Service Desk) COMPANY: REDBIT Solutions MODALITY: On-site **Job Objective** Provide first-level technical support and assistance to end users across multiple corporate accounts, ensuring timely remote incident resolution, compliance with Satisfaction Service Level Agreements (SLAs), and accurate recording of the lifecycle of each ticket. **Candidate Profile** * Academic background: Technical or university graduate in IT-related fields (Systems Engineering, Networks and Communications, Computer Science and Informatics, or similar). * Experience: Minimum 1 year in remote technical support, Helpdesk, Service Desk, or IT customer service roles. * Additional studies: Courses, specializations, or diplomas in Technical Support, Networking, or IT Service Management. **Technical Knowledge** * ITSM tools: Proficiency with ticketing platforms (preferably GLPI, Jira Service Management, ServiceNow, or others). * Maintenance and software: Remote installation, deployment, and updating of applications. * Microsoft Suite: User administration and incident resolution for Office 365 (Outlook, Teams, OneDrive, licenses). * Remote connectivity: Expertise in remote support tools (AnyDesk, TeamViewer, Remote Desktop, Supremo, LogMeIn, etc.). * Operating systems and networks: Basic diagnostics for Windows/macOS, connectivity (VPN, IP, Wi\-Fi), and peripherals. **Main Responsibilities** * Receive, diagnose, and resolve technical incidents or requests remotely during the first call or initial contact. * Ensure a minimum satisfaction SLA rate of 90% for cases assigned to the helpdesk. * Document and update tickets clearly and rigorously in the ITSM tool (root cause, solution steps, and evidence) to feed the knowledge base. * Simultaneously manage support for multiple corporate accounts, adapting to each client’s specific requirements and procedures. * Escalate complex incidents promptly to Level 2 or specialists, maintaining active follow-up until closure. **Soft Skills** * Remote attention and communication: Active listening, pedagogical clarity when guiding users remotely, and excellent diction. * Customer service and empathy: Service orientation, patience with users possessing limited technical expertise, and composure under pressure. * Organization and multi-account management: Ability to switch between different corporate environments without compromising detail or response times. * Analytical thinking: Systematic methodology for rapid technical problem diagnosis. * Technical writing: Ability to concisely summarize support interactions in the ticket log (critical for SLA audits). **Desirable (not mandatory) to enhance profile:** * ITIL fundamentals (v3 or v4\): Understanding Incident and Request Management logic helps maintain discipline in the ticket workflow. Workplace: On-site employment