Job Description

Job Summary

The Level 1 (L1) Technical Support Specialist serves as the initial point of contact for IT support, responsible for handling common user issues and performing basic troubleshooting. The role focuses on achieving first-call resolution by utilizing established scripts, knowledge bases, and standard procedures before escalating more complex issues to Level 2 (L2) or Level 3 (L3) support. The L1 Specialist ensures a positive user experience while meeting defined service level agreements (SLAs) through efficient ticket management and timely resolution.

Key Responsibilities

  • Serve as the first point of contact for IT support via phone, email, and chat

  • Handle a high volume of basic and common technical issues

  • Perform initial troubleshooting using scripts, tools, and knowledge bases

  • Aim for first-call resolution while ensuring a positive user experience

  • Log, categorize, prioritize, a...

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