Position Summary: Act as the first point of contact for technical assistance and support, ensuring user satisfaction through solutions aligned with quality standards. Key Highlights: 1. Provide technical assistance and customer support 2. Diagnose and resolve hardware and software issues 3. Ensure user satisfaction Job Description: Age: 25 to 45 years old Education: Bachelor’s or Engineering degree in Systems (intern or graduate) or related fields. ITIL certification is mandatory. Responsibilities: Act as the first point of contact to provide technical assistance and customer support, managing requests promptly and efficiently. Ensure user satisfaction by delivering appropriate solutions aligned with service quality standards. Main Responsibilities: \* Receive and log user requests and incidents via ticketing system, telephone, and email. \* Diagnose and resolve basic hardware and software issues. \* Provide Level 1 remote support. \* Escalate more complex issues to higher-level support teams. \* Follow up on open tickets until resolution and closure. \* Document solutions and procedures in the knowledge base. \* Maintain updated inventory records. \* Comply with response and resolution timeframes defined in service level agreements (SLAs). Daily TT tracking, documentation, and SLA monitoring Monday to Friday, 9 a.m. to 7 p.m. Employment Type: Full-time Salary: $12,000.00 \- $13,000.00 per month Work Location: On-site employment