1st Level Support Staff
Position Overview
Possessing a strong technical aptitude and a passion for providing exceptional customer service. This role involves troubleshooting and resolving hardware and software issues for our clients, ensuring a seamless user experience.
Responsibilities
- Provide first-line support for hardware and software issues, including operating systems such as Windows, macOS, and Linux.
- Troubleshoot and resolve technical problems via phone, email, or in-person, ensuring timely and effective solutions.
- Assist users with basic networking issues, including understanding and configuring TCP/IP, DNS, and DHCP.
- Document and track support requests using our ticketing system, ensuring accurate records of issues and resolutions.
- Collaborate with other IT team members to escalate complex issues and contribute to ongoing improvements in support processes.
- Stay updated on the latest technology trends and developments to enhance support capabilities.
Qualifications
- A degree in Information Technology, Computer Science, or a related field is advantageous but not always required. Vocational training in IT, such as a Fachinformatiker (IT specialist) or IT-Systemelektroniker, is typically sufficient.
- Proficiency in troubleshooting and supporting hardware and software issues across various operating systems (Windows, macOS, Linux).
- Understanding of fundamental networking concepts such as TCP/IP, DNS, and DHCP.
- Typically, 0-2 years of experience in IT support or a related role. Entry-level positions are available for candidates with minimal experience if they demonstrate strong technical aptitude and a willingness to learn.
- Excellent communication skills and a customer-oriented mindset.
- Ability to work independently and as part of a team in a fast-paced environment.