We are looking for a dedicated L1 support Technician with a focus to join our team and help us deliver exceptional service to our clients. We are a friendly and collaborative work environment, providing opportunities for professional growth and development.
We are looking for a dedicated L1 support Technician with a focus to join our team and help us deliver exceptional service to our clients. We are a friendly and collaborative work environment, providing opportunities for professional growth and development.
Responsibilities:
Ticket Triage | Provide first-level technical supportRespond to customer inquiries via phone and email in a timely and professional manner in Autotask Diagnose and troubleshoot technical issues Escalate complex issues to higher-level support or relevant departments as needed Document and track customer issues and resolutions in the ticketing system Assist in the creation and maintenance of support documentation and knowledge base articles Collaborate with team members to ensure a high level of customer satisfaction Stay updated with the latest developments To be successful in this role, you will have;
3 years' experience minimum in IT services Ideally experience working for a Managed Service Provider (MSP) / IT Support Business or at minimum a technical resolving helpdesk role Proven experience in a technical support role, preferably with IT technologies Familiarity with ITIL processes and best practices is a plus. Strong documentation skills for ticketing and knowledge baseEssential Tools:
Microsoft – Desktop & peripherals support, M365 Tenancy Support Ticketing systems – Autotask PSA Kaseya Tech Stack (Autotask, IT Glue, Datto RMM) Kaseya Remote Monitoring, cyber security and Management (RMM) tools Diagnostic and troubleshooting softwareNice to have:
Microsoft 365 certifications. Knowledge on Switching: Meraki, Fortinet, HPE Aruba Datto Backup solutions Kaseya products (Graphus, SaaS Alerts, Datto EDR, Rocket Cyber, Vonahi) Tenancy Setup (365) Soft Skills:
Exceptional written and verbal communication skills Excellent problem-solving and troubleshooting skills Ability to work independently and as part of a team Ability to manage multiple tasks Customer-focused attitude with a commitment to providing high-quality support Ability to escalate appropriately and timely, within the team or to suppliers.
