IT Support Technician

About the role

The IT Support Technician provides first‑line (L1) assistance to end‑users across the organization, delivering both on‑site and remote support. You will be the primary point of contact for hardware, software, and basic network issues, ensuring smooth daily operations for staff, teachers, and students.

Key responsibilities

• Install, configure, and troubleshoot end‑user devices such as PCs, iPads, Macs, and Chromebooks.
• Provide Level 1 help‑desk support via in‑person, email, chat, or phone channels.
• Log all queries in the GLPI ticketing system, track progress, and close tickets after resolution.
• Escalate complex incidents to L2 or L3 resources and inform management of recurring problems.
• Diagnose basic hardware, software, and network connectivity issues.
• Maintain documentation for the knowledge base and ensure accurate ticket records.

Required profile

• Minimum three years of experience in L1 IT support.
• Ability to work shift hours (7:30 am – 6:00 pm).
• ITIL certification is required.
• Strong customer‑service orientation and excellent communication skills in English.
• Team player with a proactive, “can‑do” attitude.

Required skills

• Windows 11 operating system.
• Google Workspace (Gmail, Drive, Meet, Chat).
• Windows Active Directory – basic user administration.
• PC imaging using SCCM.
• Microsoft Office 2024.
• Ticketing tool GLGLPI.
• Basic network knowledge (LAN, Wi‑Fi).
• EPSON Touch Projectors, docking‑station cabling, and carts management.