IT Technical Support – First Line Helpdesk

About the role

The IT Technical Support professional will be the first point of contact for all IT‑related issues at Business Innovation Park and other sites. You will deliver prompt assistance through the Service Desk ticketing system, email and telephone, ensuring incidents are resolved efficiently.

Key responsibilities

• Act as the single point of contact for end‑users, handling hardware, software and network queries.
• Log, classify and prioritize incidents, problems and service requests in the ticketing system.
• Provide first‑line support for end‑user devices (computers, printers, scanners, AV equipment) and applications.
• Perform basic LAN/WAN troubleshooting and support cloud and Microsoft applications.
• Install, upgrade and patch hardware and software for end users.
• Escalate complex issues to senior technicians or external providers as directed by the IT Operations Manager.
• Coordinate with the support team to ensure timely resolution and maintain service level agreements.

Required profile

• Proven experience delivering technical support over the phone with a professional demeanor.
• Strong oral and written communication skills in English.
• Excellent troubleshooting ability and willingness to learn new technologies.
• Experience coordinating a help‑desk team and handling multiple tickets simultaneously.
• Familiarity with ITIL principles and SLA management.
• Exceptional interpersonal skills with a focus on listening and questioning.

Required skills

• End‑user hardware support (computers, printers, scanners, AV equipment)
• Application and software support
• PC/User administration and management
• LAN/WAN basic troubleshooting
• Cloud and Microsoft applications support
• Hardware/software installation, upgrades and patching
• AV solutions support
• ITIL/SLA knowledge
• Diagnostic utilities usage