L1 IT Helpdesk Support Technician

The IT Helpdesk Support Technician is responsible for providing technical assistance and support related to computer systems, hardware, or software. The ideal candidate should have strong technical skills and experience in troubleshooting and resolving a wide range of IT issues. They should be able to communicate effectively with both technical and non-technical users to provide clear and concise solutions.

What you will be doing:

  • Provide first-line technical support to clients via the ticketing system, phone, email, and remote access
  • Troubleshoot and resolve a wide range of IT issues, including hardware and software problems, network connectivity issues, and security concerns
  • Document and track all support tickets
  • Escalate complex issues promptly following set escalation process
  • Provide training and support to end-users and other helpdesk technicians
  • Report activities to the IT manager and coordinate with relevant teams to provide support for systems and applications, and implementation of projects
  • Stay up to date on the latest IT technologies and trends
  • Provide procedural documentation and relevant reports for process standardization and proper work handover
  • Comply with company policies and procedures to maintain the quality and integrity of the Create IT brand, values, and services
  • May take up client site duties, and weekend and/or holiday shift work
  • May undertake other tasks and duties as necessary and required

What you will have:

  • Experience in the installation, configuration, and administration of Windows OS, Mac OS and applications, computer hardware and peripherals
  • Knowledge of computer network components – routers, switches, firewalls, access points, cabling, etc.
  • Basic knowledge of Active Directory, O365 and SharePoint management
  • Knowledge of servers, SANs, volumes, and shares
  • Knowledge of domain and hosting services
  • Knowledge of VPN, and remote support tools and technologies
  • Knowledge of ITIL best practices
  • Familiar with backup and disaster recovery tools, solutions, and processes
  • Familiar with PBX and CCTV systems
  • Good problem-solving and ability to work autonomously
  • A team orientated attitude with great communication and interpersonal skills
  • Customer-focused attitude and commitment to providing excellent service
  • Bachelor’s Degree in Information Technology and/or relevant field
  • IT certification an advantage
  • 1-2 years of experience in any IT helpdesk or technical support role


You know what to do

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