About You As a Level 1 Technical Support Executive at our headquarters, you will play a crucial role in maintaining the seamless operation of our internal IT services. You will be the first point of contact for employees facing issues with end-user computing devices, corporate applications, networks, and more, ensuring that every interaction leads to a swift and effective resolution of technical issues. Your Day-to-Day + Act as the first line of support for all incoming IT related queries, covering a wide range of technologies including EUC devices, systems, networks, printers, employee onboarding/offboarding, corporate applications and custom business applications. + Review incoming tickets to assess completeness, clarity, and complexity. Engage directly with the requester, preferably via phone calls, to gather more details and perform initial troubleshooting. + Document troubleshooting steps, findings, and observations in Jira with precision and detail. + Consult with Level 2 Support or backend support teams using internal communication channels when necessary. + Determine if the issue should be escalated to the next support level based on the outcome of your troubleshooting efforts. Your Know-How + Familiar with IT support services following ITIL guidelines. + Strong technical foundation with the ability to troubleshoot issues effectively and document findings concisely. + Excellent communication skills, capable of engaging stakeholders at all levels with a customer-centric mindset. + Proficiency in using Jira or similar ticketing systems to log and track user issues. + A proactive and dynamic team player with a focus on continuous improvement. + It would be advantageous if the candidate possesses knowledge in front-end application development, databases, advanced troubleshooting capabilities, and an understanding of cloud systems