Level one IT technician

Job Summary:
We are seeking a motivated and detail-oriented Level 1 Technician to join our dynamic team. This position requires a foundational knowledge of IT principles and strong problem-solving skills. The ideal candidate will be responsible for handling initial customer support queries, managing basic troubleshooting tasks, and maintaining high standards of client service and satisfaction.

Key Responsibilities:
Initial Response and Ticket Handling: Serve as the first point of contact for clients seeking technical assistance over the phone or via email. Assess support tickets, categorize and prioritize them, and handle or escalate them as necessary.
Troubleshooting and Resolution: Perform remote troubleshooting through diagnostic techniques and pertinent questions. Identify solutions to resolve basic technical issues in areas such as network connectivity, software conflicts, malware removal, and hardware troubleshooting.
Client Communication: Keep clients informed on the status of their issues, communicate the next steps, and ensure a clear understanding of the provided solutions.
Documentation: Accurately document client queries, steps taken to resolve them, and the final outcome for future reference and compliance with company protocols.
System Monitoring: Monitor client systems and applications, reporting any irregularities to higher-level technical staff or management.
Software Installation and Configuration: Assist with the installation of new software applications and help configure systems to suit client needs and specifications.
Continuous Learning: Stay updated on the latest technology trends and updates relevant to the company's supported systems and infrastructure.