Tier 1 Helpdesk

The Level 1 Helpdesk Technician is the first point of contact for end users seeking technical assistance. This role focuses on rapidly triaging, troubleshooting, and resolving common IT issues, while escalating more complex problems to higher-level support teams.

Requirements

• Receive and log incidents, service requests, and questions via phone, email, and ticketing platform
• Diagnose and resolve Tier 1 issues involving Windows, macOS, basic Linux, Microsoft 365, VPN connectivity, printers, and common SaaS applications
• Provide step-by-step technical instructions in clear, non-technical language
• Follow standard operating procedures for ticket classification, prioritization, escalation, and closure
• Track all work in the ticketing system, documenting troubleshooting steps and final solutions
• Monitor system alerts and dashboards, acting on events that require Level 1 response
• Maintain an accurate knowledge base of known issues and fixes; contribute new articles as needed
• Collaborate with Level 2/3 teams to ensure seamless hand off and timely resolution of escalated incidents
• Protect data privacy and follow security best practices at all times

Benefits

• Company-provided laptop, headset, and access to remote support tools
• Minimum 100 Mbps fibre internet connection
• Battery backup/power solution for your internet connection to prevent downtime during outages
• Noise-cancelling headset for clear communication on calls and meetings