Desktop Support Engineer — Frontline IT Services
CBTS
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Job summary
CBTS is seeking a Service Desk Agent Level 1 to provide frontline customer service and technical support for business products and IT services. The role involves resolving issues, logging detailed tickets, and escalating complex problems to Level 2 while maintaining high customer satisfaction.
The ideal candidate has 1–3 years in a tech support or service desk environment, strong communication skills, and a basic understanding of IT systems and networking.
Qualifications
- Diploma/Graduate / Professional degree in computer science, Information Technology, Electronics, or related discipline.
- ITIL Foundations Certification, CCNA preferred.
- CompTIA A+, Net+ preferred.
Responsibilities
- Provide first-line technical support, troubleshooting hardware, software, and network issues.
- Log and document detailed ticket activity until resolution is achieved.
- Escalate complex issues to Level 2 support when necessary.
- Assist customers with inquiries related to business products and IT services.
- Monitor alerts and respond accordingly to maintain operational efficiency.
- Maintain knowledge base documentation for recurring issues and solutions.
Skills
Education
Tools
Job description
CBTS is seeking a Service Desk Agent Level 1 to provide frontline customer service and technical support for business products and IT services. The role involves resolving issues, logging detailed tickets, and escalating complex problems to Level 2 while maintaining high customer satisfaction.
The ideal candidate has 1–3 years in a tech support or service desk environment, strong communication skills, and a basic understanding of IT systems and networking.
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