IT Support Specialist (Level 1)

Quick Facts

• Role: IT Support Specialist (Level 1)

• Focus: First-line IT support for end users and devices

Description

You will be the first contact for people who need help with technology, including computers, laptops, printers, and mobile devices. Support users in Windows and Microsoft 365/SharePoint, manage IT tickets, and escalate complex cases to L2/L3. You will also administer user accounts and access in Active Directory, assist with onboarding/offboarding, and contribute to system monitoring and documentation.

Responsibilities

• Diagnose and resolve common issues on computers, laptops, printers, and mobile devices

• Provide user support in Windows, Microsoft 365, and SharePoint

• Manage tickets and hand off more complex incidents to L2/L3

• Administer user accounts and access in Active Directory (onboarding/offboarding)

• Install and configure workstations and software; maintain IT asset records

• Monitor system availability and maintain documentation

• Collaborate with the IT team to eliminate recurring issues

Requirements

• Secondary or higher education in IT

• 1–2 years of experience in IT support

• Knowledge of hardware, software, Windows, and Microsoft 365

• Basic networking knowledge (TCP/IP, DNS, VPN, VLAN)

• Basic IT security knowledge

• Experience with a ticketing system

• Communicative English

• Patience and ability to explain solutions to non-technical users

Benefits

• Opportunity to work in a first-line support role with daily user interaction

• Structured escalation path to L2/L3 for complex cases