L0 - IT Support Technician

Summary: The L0 IT Support Engineer is the first point of contact for all technical support requests. This role focuses on basic troubleshooting, ticket logging, and escalating issues to higher support levels when needed. It ensures smooth day‑to‑day IT operations by providing quick, accurate, and customer‑friendly assistance.

Key Responsibilities

• Serve as the initial contact for users seeking technical assistance via phone, email, chat, or ticketing system.

• Perform basic troubleshooting for hardware, software, network connectivity, and user-access issues.

• Log, categorize, and prioritize incoming tickets accurately in the ITSM system.

• Provide step-by-step guidance to users for simple issues (password resets, account lockouts, basic application errors).

• Escalate unresolved or complex issues to L1/L2 support teams with proper documentation.

• Monitor ticket queues and ensure SLA compliance.

• Maintain knowledge base articles for common issues and solutions.

• Assist with onboarding tasks, such as account setup and device preparation.

• Communicate clearly with users, ensuring a positive support experience.