IT Help Desk (Tier 1) – Technical Support Specialist

About the role

A highly skilled IT Help Desk (Tier 1) specialist focused on delivering exceptional service to customers. The role involves diagnosing and resolving connectivity, network, and hardware issues while maintaining clear documentation and a strong customer experience.

Key responsibilities

• Diagnose and resolve minor software, hardware, and peripheral problems, including printer issues.
• Perform basic networking tasks such as IP troubleshooting, Wi‑Fi configuration, and VPN setup.
• Document incidents accurately for ticketing hygiene and knowledge‑base creation.
• Support network printers and provide end‑user assistance for Google Workspace applications.

Required profile

• English proficiency at B2 level (oral and written).
• Previous experience in a Service Desk or IT support role.
• Strong customer‑service orientation with patience and professionalism.
• Understanding of VPN configuration and troubleshooting.

Required skills

• Google Workspace (Docs, Sheets, Drive, Admin Console).
• Ticketing systems: ServiceNow and Jira.
• Contact‑center platform: Genesys.
• Operating systems: Chrome OS, macOS, Windows.
• Basic networking: IP troubleshooting, Wi‑Fi configuration, VPN setup.
• Network printer support and diagnostics.