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Technical Support – Level 1

Job Description

The Technical Support – Level 1 plays a vital role in providing initial triage support for on-site technicians, maintaining documentation for check-in/check-out procedures, and conducting first-level diagnostics and triage for on-site projects. They are responsible for tracking, routing, and documenting problem resolutions in accordance with company procedures. Additionally, the Tech Support assists customers in setting up and troubleshooting basic telephony and networking equipment, while promptly identifying and escalating urgent situations as per company guidelines. Collaborating with the sales team to generate equipment quotes and order equipment in alignment with company procedures is also a key aspect of the role. The Tech Support ensures end-to-end customer support and updates, stays up-to-date with company systems and changes, and contributes to the company’s brand enhancement by proposing innovative ways to support customers. Seeking novel approaches to work responsibilities and maintaining a flexible schedule within department hours, including rotating on-call weekends, are expected. The role encompasses a willingness to undertake other duties as assigned.

Qualifications

  • Preferably with Bachelor’s or Associated degree
  • Must have 2 years of relevant experience
  • Excellent verbal and written communication skills
  • Excellent customer service skills and high level of professionalism 
  • Good negotiation skills
  • Advanced computer skills in Microsoft Outlook & Teams 
  • Adaptable and proficient in working in a fast-paced environment
  • Excellent skills in problem analysis and problem solving 
  • High attention to detail and time management skills
  • Self-motivated and self-directed
  • Ability to multitask

Industry

Telecommunication

Field

Set-Up

Location

Hours

Shift Schedule

Hiring

Level

Jobs

Benefits

Paid Leaves

Company events

Health insurance

Life insurance

Paid training

Work from home