Technical Support Representative

Job Summary

The Level 1 (L1) Technical Support Specialist serves as the initial point of contact for IT support, responsible for handling common user issues and performing basic troubleshooting. The role focuses on achieving first-call resolution by utilizing established scripts, knowledge bases, and standard procedures before escalating more complex issues to Level 2 (L2) or Level 3 (L3) support. The L1 Specialist ensures a positive user experience while meeting defined service level agreements (SLAs) through efficient ticket management and timely resolution.

Key Responsibilities

• Serve as the first point of contact for IT support via phone, email, and chat

• Handle a high volume of basic and common technical issues

• Perform initial troubleshooting using scripts, tools, and knowledge bases

• Aim for first-call resolution while ensuring a positive user experience

• Log, categorize, prioritize, a...