IT Customer Support

Role Overview:

We are seeking a structured and service-oriented IT Customer Support Technician to provide initial technical support to end users and ensure efficient handling of IT-related incidents and service requests.

Key Responsibilities:

• Act as the first point of contact for IT support via phone, email, and ticketing system
• Register, categorize, and prioritize incoming incidents and service requests
• Perform initial troubleshooting related to hardware, software, user accounts, and network connectivity
• Provide guidance and support to users in a clear and professional manner
• Resolve issues at first contact when possible, according to established procedures
• Escalate complex incidents to second-line or specialist teams when required
• Document all actions, solutions, and relevant information in the ticket management system
• Follow internal processes, SLAs, and IT security policies
• Contribute to knowledge base updates and continuous service improvement

Qualifications and Skills:

• Basic to intermediate knowledge of IT environments (Windows OS, Office applications, common business systems)
• Understanding of hardware, peripherals, and workplace IT equipment
• Experience with ticketing systems is an advantage
• Strong problem-solving skills and a structured approach to tasks
• Excellent communication skills in English, both written and verbal
• Customer-focused mindset with a professional and service-oriented attitude
• Ability to work independently as well as part of a team
• Ability to manage multiple tasks in a fast-paced environment

Personal Attributes:

• Responsible and reliable
• Patient and pedagogical when supporting users
• Adaptable and willing to learn
• Positive attitude and collaborative approach