Help Desk Technician - Lombardia - Sharp Brains

    Sharp Brains
    Sharp Brains Lombardia

    4 giorni fa

    Descrizione

    Overview

    Job Description – DSS L1 (Desktop Support Specialist Level 1)

    Role Summary

    The DSS L1 resource provides first-level technical support to end users, ensuring timely resolution of hardware, software, and basic network-related issues while maintaining high customer satisfaction.

    Responsibilities

    • Provide Level 1 technical support for desktops, laptops, printers, and peripherals
    • Handle incidents and service requests via ticketing systems (email, phone, portal)
    • Troubleshoot Windows OS, MS Office, Outlook, and basic applications
    • Assist with user account management (password reset, access issues, basic AD tasks)
    • Perform basic network troubleshooting (LAN, Wi-Fi, VPN connectivity)
    • Install, configure, and update software and hardware
    • Escalate unresolved issues to L2/L3 teams with proper documentation
    • Follow SLA, SOPs, and security policies
    • Provide on-site or remote support as required
    • Maintain accurate ticket updates and resolution notes

    Required Skills & Qualifications

    • Diploma or Bachelor's degree in IT or related field
    • 0–2 years of experience in IT/Desktop Support
    • Good knowledge of Windows OS, MS Office, basic networking
    • Familiarity with ITSM tools (ServiceNow, Jira, Freshservice, etc.)
    • Strong communication and customer service skills
    • Ability to work in shifts and under pressure

    Nice to Have

    • Basic knowledge of Active Directory, O365, VPNs
    • IT certifications (CompTIA A+, ITIL – preferred but not mandatory)

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