IT Support (Level 1)

Position Summary The IT Support Specialist (Level 1) serves as the first point of contact for all IT-related support requests across the organization. This role is responsible for providing timely technical assistance, resolving common hardware and software issues, provisioning user accounts and devices, and ensuring employees receive excellent IT support. More complex technical issues are escalated to the Technical Support Engineer.

The ideal candidate is customer-focused, organized, eager to learn, and has a strong foundation in Microsoft 365, Windows, and general IT support.

Key Responsibilities:

End User Support

  • Provide first-level (L1) technical support via IT ticketing system, email, Microsoft Teams, or phone.
  • Diagnose and resolve common hardware, software, printer, and network issues.
  • Escalate complex issues to the Technical Support Engineer when required.
  • Maintain high customer satisfaction through professional and timely support.

User Account Administration

  • Create, modify, and disable user accounts.
  • Perform password resets and Multi-Factor Authentication (MFA) assistance.
  • Assist with Microsoft 365 account management.
  • Support user onboarding and offboarding activities.
Device Provisioning & Deployment
  • Prepare and configure laptops and desktops for new employees.
  • Install and configure Windows, Microsoft Office, and standard business applications.
  • Deploy company-approved software and updates.
  • Maintain device inventory and asset records.

Microsoft 365 Support

  • Assist users with Outlook, Teams, OneDrive, SharePoint, and Office applications.
  • Troubleshoot email, calendar, and collaboration issues.
  • Support Microsoft Teams meetings and collaboration tools.
Hardware & Software Support
  • Troubleshoot desktops, laptops, monitors, docking stations, printers, headsets, and peripherals.
  • Install software updates and security patches.
  • Coordinate hardware repairs and warranty claims when necessary.

IT Asset Management

  • Track company-issued IT assets.
  • Maintain accurate inventory records.
  • Assist with equipment lifecycle management.

Documentation

  • Document troubleshooting steps and ticket resolutions.
  • Maintain knowledge base articles and IT documentation.
  • Follow established IT processes and standard operating procedures.
Security & Compliance
  • Follow company IT security policies and best practices.
  • Assist users with security awareness and phishing concerns.
  • Ensure company devices comply with organizational security standards.
  • Report potential security incidents promptly.

Collaboration

  • Work closely with HR during employee onboarding and offboarding.
  • Coordinate with vendors when required.
  • Support IT projects and technology rollouts.

Requirements:

Education
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Relevant certifications are an advantage (CompTIA A+, Microsoft, ITIL Foundation).

Experience

  • 1–3 years of experience in IT Helpdesk, Desktop Support, or Technical Support.

Technical Skills

  • Windows 10 & Windows 11; would be great if has a background with MacOS as well
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Microsoft Entra ID (Azure AD) basics
  • System Administration
  • Active Directory fundamentals
  • Basic networking (TCP/IP, DNS, DHCP, VPN)
  • Printer and peripheral troubleshooting
  • Hardware installation and replacement
  • Remote support tools
  • IT ticketing systems (Freshservice, Freshdesk, Jira Service Management, Zendesk, etc.)

Soft Skills

  • Excellent customer service skills
  • Strong verbal and written communication
  • Problem-solving mindset
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...