L1 Helpdesk Support

Overview

We are looking for a reliable and customer-focused L1 Helpdesk Support to assist a business IT support team. You will be the first point of contact for users experiencing technical issues and will handle basic troubleshooting following documented procedures (SOPs).

• Respond to incoming support tickets, emails, and chats in a timely manner
• Provide first-level troubleshooting for user technical issues
• Reset passwords and unlock user accounts
• Assist users with login and access issues
• Troubleshoot Microsoft 365 (Outlook, Teams, One Drive) basic issues
• Guide users through step-by-step solutions
• Provide remote assistance using remote desktop tools
• Document actions taken and update tickets properly
• Follow company support procedures and service level agreements (SLAs)

• Has experience in IT Helpdesk / Service Desk / Technical Support
• Experience using a ticketing/helpdesk system
• Familiarity with Microsoft 365 (Outlook, Teams, One Drive, SharePoint basics)
• Experience with remote support tools (Team Viewer, Any Desk, RDP, or similar)
• Strong English communication skills (written and spoken)
• Customer service mindset and patience when assisting users
• Ability to follow documentation and troubleshooting guides

• Experience working with an MSP (Managed Service Provider)
• Active Directory user management (password reset, unlock accounts)
• Experience with Service Now, Zendesk, Connect Wise, Autotask, or Freshdesk
• Networking knowledge (IP address, DNS, Wi-Fi troubleshooting)
• Experience supporting business users (not just personal computer repair)