Executive, Technical Support

About You

As a Level 1 Technical Support Executive at our headquarters, you will play a crucial role in maintaining the seamless operation of our internal IT services. You will be the first point of contact for employees facing issues with end-user computing devices, corporate applications, networks, and more, ensuring that every interaction leads to a swift and effective resolution of technical issues.

Your Day-to-Day

• Act as the first line of support for all incoming IT related queries, covering a wide range of technologies including EUC devices, systems, networks, printers, employee onboarding/offboarding, corporate applications and custom business applications.
• Review incoming tickets to assess completeness, clarity, and complexity. Engage directly with the requester, preferably via phone calls, to gather more details and perform initial troubleshooting.
• Document troubleshooting steps, findings, and observations in Jira with precision and detail.
• Consult with Level 2 Support or backend support teams using internal communication channels when necessary.
• Determine if the issue should be escalated to the next support level based on the outcome of your troubleshooting efforts.

Your Know-How

• Familiar with IT support services following ITIL guidelines.
• Strong technical foundation with the ability to troubleshoot issues effectively and document findings concisely.
• Excellent communication skills, capable of engaging stakeholders at all levels with a customer-centric mindset.
• Proficiency in using Jira or similar ticketing systems to log and track user issues.
• A proactive and dynamic team player with a focus on continuous improvement.
• It would be advantageous if the candidate possesses knowledge in front-end application development, databases, advanced troubleshooting capabilities, and an understanding of cloud systems