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L1 Technician

Remote: 
Full Remote
Work from: 

Offer summary

Qualifications:

Bachelor's degree in a related field preferred, Minimum of two years in IT Service Desk/Help Desk Support, CompTIA A+ and Network+ certifications required, Strong computer skills with Microsoft 365.

Key responsabilities:

  • Address tickets and answer customer questions
  • Assist junior technicians with documentation and resolutions
DOXA Talent logo
DOXA Talent
501 - 1000 Employees
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Job description

THE ROLE

As a Level 1 Technician, you are the “tip of the spear” when dealing with our client’s user base. With most tickets being resolved by Level 1 Technicians, you will have more direct exposure to their user base than any other role at the company, and therefore must always maintain a polite and professional demeanor. As a Level 1 technician it is expected that you assist Junior Technicians with documenting issues correctly and moving the ticket along to resolution.

Hours: Monday - Friday, 9:00am - 6:00pm EST

Position Type: Full-Time

Work Arrangement: Remote - Only apply if you are located in Colombia 🇨🇴

Essential Functions

 Address tickets and answer questions from customers

 Handle password resets and MFA enrolment

 Deploy workstations based on pre-built checklists

 Assist junior technicians in documenting issues correctly and in moving the tickets to resolution

 Mentor junior technicians on best practices

 De-escalate tense situations when the need arises and transfer calls to the Service Delivery Manager if a customer is hostile

 Contribute to the improvement of deployment and documented processes

Qualifications

 A Bachelor’s degree in the related field is preferred

 Minimum of two years in IT as a Service Desk/Help Desk Support, and basic industry standard certifications

 CompTIA A+ and Network+ certifications are required

 Strong computer aptitude, which includes expertise with Microsoft 365 applications

 Able to explain basic concepts to end users in a polite and professional manner

 Experience in a multi-client environment

 Strong organization, oral and written communication skills

 Analytical skills with particular attention to detail

 Aptitude in data management, analytics, reporting preparation

 Ability to function in an autonomous environment—independent worker, self-directed

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Communication
  • Analytical Skills

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