IT Customer Support

Om jobbet

Role Overview:

We are seeking a structured and service-oriented IT Customer Support Technician to provide initial technical support to end users and ensure efficient handling of IT-related incidents and service requests.

Key Responsibilities:

Act as the first point of contact for IT support via phone, email, and ticketing system

Register, categorize, and prioritize incoming incidents and service requests

Perform initial troubleshooting related to hardware, software, user accounts, and network connectivity

Provide guidance and support to users in a clear and professional manner

Resolve issues at first contact when possible, according to established procedures

Escalate complex incidents to second-line or specialist teams when required

Document all actions, solutions, and relevant information in the ticket management system

Follow internal processes, SLAs, and IT security policies

Contribute to knowledge base updates and continuous service improvement

Qualifications and Skills:

Basic to intermediate knowledge of IT environments (Windows OS, Office applications, common business systems)

Understanding of hardware, peripherals, and workplace IT equipment

Experience with ticketing systems is an advantage

Strong problem-solving skills and a structured approach to tasks

Excellent communication skills in English, both written and verbal

Customer-focused mindset with a professional and service-oriented attitude

Ability to work independently as well as part of a team

Ability to manage multiple tasks in a fast-paced environment

Personal Attributes:

Responsible and reliable

Patient and pedagogical when supporting users

Adaptable and willing to learn

Positive attitude and collaborative approach