IT support Officer (L1)

We are seeking a proactive and service-oriented L1 IT Support Officer to provide first-level technical assistance to employees and ensure the smooth functioning of day-to-day IT operations. The ideal candidate will be responsible for troubleshooting basic hardware, software, networking, and system-related issues, responding to IT support requests, and escalating complex technical problems to the relevant teams when required.

The candidate should have strong problem-solving skills, a customer-focused approach, and the ability to provide timely and effective technical support in a professional work environment.

Key Responsibilities

Provide first-level technical support for hardware, software, operating systems, and network connectivity issues.
Diagnose and resolve common IT problems related to desktops, laptops, printers, peripherals, and applications.
Respond to IT support requests through calls, emails, tickets, or other communication channels.
Install, configure, and maintain computer systems, software, and IT equipment.
Assist employees with login issues, password resets, email configuration, and access-related problems.
Perform basic network troubleshooting, including LAN, Wi-Fi, and internet connectivity issues.
Maintain accurate records of IT incidents, service requests, and troubleshooting activities.
Escalate unresolved or complex technical issues to L2 support or the relevant IT team.
Assist with system updates, software installations, antivirus checks, and routine IT maintenance.
Ensure compliance with IT policies, security guidelines, and standard operating procedures.
Provide timely updates to employees regarding the status of their support requests.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Minimum 1 year of experience in IT support, help desk, or a similar role; fresh candidates with relevant skills may also be considered.
Basic knowledge of Windows operating systems, computer hardware, software installation, and troubleshooting.
Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, and Wi-Fi.
Familiarity with Microsoft Office, email configuration, and user account management.
Basic knowledge of Active Directory and IT ticketing systems will be an advantage.
Strong troubleshooting, communication, and problem-solving skills.
Ability to manage multiple support requests and prioritize tasks effectively.
A customer-focused mindset with a willingness to learn and develop technical skills.