IT Support Engineer L1

2 weeks ago

Dandenong, Victoria, Australia Aitek Group Full time $40,000 - $80,000 per year

6-12 months contract

The L1 IT Support Representative is the first point of contact for end-users experiencing technical issues. This role involves diagnosing basic problems, providing solutions, and escalating complex issues to higher support levels.

Key Responsibilities:

  • Respond to user inquiries via phone, email, or ticketing system.
  • Log and track support requests using ITSM tools (e.g., ServiceNow).
  • Provide basic troubleshooting for hardware, software, and network issues.
  • Assist with password resets, account lockouts, and access issues.
  • Guide users through self-service tools and basic IT procedures.
  • Escalate unresolved or complex issues to L2/L3 support teams.
  • Maintain documentation of issues and resolutions.
  • Ensure timely follow-up and closure of support tickets.

Required Skills & Qualifications:

  • Basic understanding of computer systems, networks, and software.
  • Familiarity with Windows OS, Microsoft Office, and common enterprise tools.
  • Ability to follow standard operating procedures and escalate appropriately.
  • Fluency in and English.

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