The 1st Line Support Technician is responsible for being the first point of contact for all IT-related incidents and service requests. The role ensures efficient logging, categorization, and resolution or escalation of issues, while maintaining a high standard of customer service and communication.

KEY RESPONSIBILITIES

• Serve as the first point of contact for clients via phone, email, and ticketing systems.
• Accurately log and categorize all incoming incidents and service requests using Aluxium.
• Provide first-level technical support, troubleshooting, and resolution for common IT issues.
• Escalate unresolved issues to the appropriate 2nd/3rd line support teams.
• Assign and reassign tickets to appropriate technicians based on availability and issue type.
• Keep clients informed of ticket progress and resolution timelines.
• Monitor system alerts via PRTG, Zabbix, and RT; report relevant alarms to technical teams.
• Verify resolution of incidents with clients and close tickets accordingly.
• Perform courtesy follow-up calls to evaluate client satisfaction post-resolution.
• Schedule onsite support or installations where remote assistance is not viable.
• Communicate planned maintenance and service disruptions to clients/partners.
• Maintain documentation and compile reports on service metrics and incident trends.
• Support internal communication with the relevant teams and departments and escalate potential risks proactively.
• Assist in general administrative tasks as required by the Global Service Desk Manager.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Strong knowledge of IT support principles and basic networking.
• Experience with helpdesk/ticketing systems (e.g., Aluxium or similar).
• Excellent interpersonal and customer service skills.
• Ability to troubleshoot and resolve technical issues at first contact.
• Good organizational, time management, and administrative skills.
• Dependable with a proactive approach to work.
• Ability to work well in a team-oriented environment.