Level 1 – IT Support Technician.

The Level 1 IT Support Technician provides first-line technical support to users and performs routine endpoint, connectivity and infrastructure support tasks.

The primary purpose of this position is to resolve common support incidents quickly and correctly while ensuring that more complex technical issues are properly diagnosed and escalated to Level 2.

The technician is not expected to be an infrastructure engineer but must have strong IT fundamentals and the ability to troubleshoot logically.

Core Responsibilities

End-User Support

• Provide first-line support for Windows workstations and laptops.
• Provide basic support for macOS devices where required.
• Install and configure applications.
• Troubleshoot user login, application, and connectivity problems.
• Support printers, peripherals and basic hardware issues.
• Configure and troubleshoot remote-access software.
• Perform workstation builds and deployments.
• Replace basic computer hardware components.

Basic Networking

The technician must understand:

• IPv4 addressing.
• Subnet masks.
• Default gateways.
• DNS concepts.
• DHCP concepts.
• Ethernet and Wi-Fi.
• Basic VPN connectivity.

The technician must be capable of performing first-line diagnostics using tools such as:

• Ping.
• Traceroute.
• IP configuration tools.
• DNS lookup tools.
• Basic port/connectivity testing.

RMM and Device Management

• Monitor endpoint alerts.
• Perform approved maintenance tasks.
• Install software and updates.
• Check device health.
• Maintain endpoint records.
• Escalate infrastructure alerts to Level 2.

Hardware and Infrastructure Assistance

Assist Level 2 and Level 3 staff with:

• Server installations.
• Network equipment installations.
• Rack-and-stack work.
• Cabling.
• Equipment replacement.
• Data-centre maintenance.
• Hardware inventories.
• Site visits.

VoIP Support

Perform basic VoIP support including:

• Handset provisioning.
• Extension configuration.
• Basic registration checks.
• Call testing.
• First-line troubleshooting.

Complex SIP, PBX, routing, and audio issues must be escalated.

Ticket Management

• Accurately log incidents.
• Record troubleshooting performed.
• Maintain clear technical notes.
• Communicate with users.
• Take ownership of assigned tickets.
• Escalate issues with useful diagnostic information.

Required Technical Knowledge

The candidate should have a working understanding of:

• Windows desktop operating systems.
• Computer hardware.
• Basic TCP/IP networking.
• LAN and Wi-Fi networking.
• Basic user and permission concepts.
• Remote-support tools.
• Basic information security.
• Basic troubleshooting methodology.

Linux exposure is advantageous.

Experience

Recommended:

1–3 years' IT support experience.

Qualifications

Formal qualifications are advantageous but not mandatory.

Useful entry-level certifications include:

• CompTIA A+.
• CompTIA Network+.
• MikroTik MTCNA.
• Cisco CCST or CCNA.
• Relevant Microsoft fundamentals certification.

Expected Level of Independence

Level 1 should independently resolve:

• Routine workstation problems.
• Basic connectivity problems.
• User configuration issues.
• Basic hardware issues.
• Basic application problems.
• Common peripheral issues.

Application Question(s):

• Can you Independently resolve Routine workstations & Basic connectivity Problems?
• Can you Independently resolve User Configuration issues?
• Can you independently resolve basic hardware and application issues and problems?
• Can you Independently resolve Common Peripheral issues?

Work Location: In person