IT Support Technician – L1/L2 Jobs at Company name (Withheld) in Colombo, Western Province

Company name (Withheld) company opens jobs for IT Support Technician – L1/L2 positions in the Western Province region. The type of work we provide is Full-time.

The criteria for the employees we need are having common and adaptable (for details, you can ask the company) skills with beginners or seniors experience, as well as employees who are honest, disciplined and responsible.

The Headhunters company itself is engaged in sejenis, of course if you are interested in applying for this company, you can register immediately.

Job Information

Job Description

L1/L2 Support Technician

We are seeking a talented and motivated L1/L2 Support Technician to join our team. As a Support Technician, you will play a crucial role in assisting clients with their IT needs, troubleshooting technical issues, and ensuring smooth operations of their systems. In addition to general IT support, experience with O365 management, Azure and/or Intune is highly desirable. The role will include remote technical support, project work and documentation.

Hybrid working. Working hours – 12.30 pm to 9.30 pm (SL Time)

Responsibilities:

1. Providing technical support to end-users:

• Respond to support requests from end-users in a timely and professional manner.
• Assist users in troubleshooting hardware, software, and network issues.
• Guide users through resolution steps and ensure customer satisfaction.

2. Diagnose and resolve technical problems:

Analyze and investigate technical issues reported by end-users.

• Perform testing and utilize appropriate tools to identify root causes.
• Follow escalation procedures when necessary to ensure timely resolution.

3. Logging and tracking IT incidents:

• Log and document IT incidents and support requests accurately and comprehensively.
• Maintain detailed records of troubleshooting steps and solutions provided.
• Ensure incidents are resolved within agreed-upon service level agreements (SLAs).

4. User setup and configuration:

• Set up new users by configuring laptops, emails, SharePoint access, etc.
• Assist with user account management, password resets, and access control
• administration.
• Provide guidance to end-users on best practices for using IT systems and
• tools.

5. Installation, configuration, and deployment:

• Assist with the installation, configuration, and deployment of computer
• hardware, software applications, and operating systems.
• Ensure all systems and software are up to date and properly functioning.
• Perform routine maintenance tasks such as system updates, patches, and backups.

6. In-depth technical support:

• Provide more in-depth technical support to end-users, resolving complex hardware and software issues.
• Investigate and analyze recurring incidents, identifying underlying causes.
• Implement preventive measures to minimize future occurrences.

7. Training and collaboration:

• Conduct training sessions for end-users or first-line support analysts to
• enhance their technical skills and knowledge.
• Collaborate with the IT Manager to maintain and update hardware and
• software inventory records.
• Communicate effectively with end-users to understand their requirements and provide updates on issue resolution status.

8. Customer satisfaction and support:

• Respond promptly to support requests and prioritize tasks based on urgency and importance.
• Maintain a high level of customer satisfaction by providing friendly and professional support services.
• Continuously strive to improve the quality of support provided and identify opportunities for service enhancement.

9. Scheduling times with end-users to resolve PC security issues and monitoring security portal for compliance.

Candidate Requirements:

• Experience in providing technical support of Microsoft products including Office365, Teams and Sharepoint
• Strong knowledge of computer hardware, software, and networking concepts.
• Excellent problem-solving and analytical skills.
• Effective communication and customer service skills.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Strong attention to detail and accuracy in documenting support requests and resolutions.
• Ability to collaborate effectively with team members and stakeholders.
• Able to work independently and manage time between urgent calls and project work/documentation.

Desirable:

• Experience with Microsoft Intune, PowerBI, Powershell, Planner
• Familiarity with O365 management, Azure, and/or Intune.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

Benefit

• Comfortable environment
• Taught when starting work
• Salary bonus if there is overtime