Junior Technical Support

Description

Job Summary: Provide first-level support to users by resolving basic hardware, software, and connectivity technical incidents, escalating complex cases. Key Highlights: 1. First-level support for internal or external users 2. Diagnosis and resolution of basic technical issues 3. Support for software installation, configuration, and updates **Job Objective:** Provide first-level support to internal or external users by resolving basic hardware, software, and connectivity technical incidents, and escalate more complex cases to higher support levels. ### **Main Responsibilities** * Respond to support requests via phone, email, chat, or ticketing system (help desk). * Diagnose and resolve basic issues with computers, peripherals, operating systems, and office applications. * Provide support for installation, configuration, and updates of standard software (Office, web browsers, antivirus, VPN clients, etc.). * Assist with user account setup, password management, and permission configuration in Active Directory or other platforms. * Resolve basic connectivity issues (wired network, Wi\-Fi, shared printers, email). * Document each resolved incident in the ticketing system, including root cause, solution, and response time. * Escalate cases exceeding one's scope promptly to second- or third-level support. * Assist with hardware inventory management, equipment onboarding, decommissioning, and relocation. * Follow up on open tickets until closure and verify user satisfaction. ### **Required Technical Knowledge** * Windows 10/11 operating systems; basic familiarity with macOS and Linux. * Microsoft 365 suite (Outlook, Teams, Word, Excel, OneDrive, SharePoint). * Basic networking concepts: TCP/IP, DNS, DHCP, ping, ipconfig. * PC hardware: assembly, component identification, peripheral connection. * Basic Active Directory operations (user creation, password resets, account unlocking). * Remote control tools (AnyDesk, TeamViewer, Quick Assist). * Ticketing systems (Jira Service Management, Freshdesk, ServiceNow, GLPI, or similar). * Basic information security concepts: antivirus, phishing, secure password handling. ### **Academic Qualifications** * Final-semester student or graduate/titled professional in Systems Engineering, Computer Science, ICT, Networks and Telecommunications, or a related technical field. * 6 months to 1 year of experience in similar roles (professional internships, social service, or traineeships are acceptable). ### **Typical Job Conditions** * Schedule: Full-time, with possible shifts or on-call duties based on operational needs. * Work mode: On-site. * Entry-level salary range: $12,000 gross. Subject to increase after 3 months based on performance evaluation.