Tier 1 Helpdesk Support Technician

Job Summary: As a Tier 1 Helpdesk Support Technician, you will be the first point of contact for our clients seeking technical assistance. You will provide support for basic technical issues, troubleshoot hardware and software problems, VPN connectivity and network access issues. Escalate more complex issues to higher-level support when necessary. Your goal is to ensure the smooth operation of IT systems and enhance the user experience. PLEASE NOTE: ONLY CANDIDATES WITH UPDATED CV AND AN INTRO VIDEO WILL BE PROCESSED
Key Responsibilities:
• Respond to incoming helpdesk tickets, emails, and phone calls, MS Teams messages.
• Provide first-level support for hardware, software, and network-related issues.
• Troubleshoot and resolve basic technical problems.
• Document and track all support requests, resolutions, and follow-up activities using the helpdesk ticketing system.
• Escalate unresolved issues to Tier 2/3 support or relevant departments.
• Assist with the setup, configuration, and maintenance of computer systems and peripherals.
• Provide end-user training and guidance on basic IT issues and best practices.
• Maintain a high level of customer satisfaction through effective communication and timely resolution of issues.
• Participate in tea ---------- etings and contribute to the continuous improvement of helpdesk processes.
Qualifications:
• High school diploma or equivalent; Associate degree in IT or related field preferred.
• Previous experience in a helpdesk or customer service role is a plus.
• Basic understanding of computer hardware, software, and networking concepts.
• Proficient in Microsoft Office Suite and common operating systems (Windows, macOS).
• Strong problem-solving skills and the ability to troubleshoot technical issues.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Customer-focused with a positive attitude and strong interpersonal skills.
How to Apply:

Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications to ---------- with the subject line "Tier 1 Helpdesk Support Technician". PLEASE ATTACH THE LINK OR SHORT VIDEO INTRODUCTION OF YOURSELF HIGHLIGHTING YOUR EXPERTISE AND EXPERIENCE AS A Tier 1 Helpdesk Support Technician.