Level 1 Agent

Position Highlights

Level 1 Agent - English handles incoming queries and help requests from end users, via email, over the phone and ticketing system. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.

Level 1 Agents need to balance creative and technical problem solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for work.

Main responsibilities:

•    Serve as a first point of contact for all IT related matters.
•    Handle requests from multiple channels: email, phone, etc.
•    Provide first resolution steps, based on process.
•    Provide remote access assistance, when required.
•    Provide technical assistance for questions and problems.
•    Liaison between users and next levels of support.
•    Following up with users to ensure full resolution of issues.
•    Install or change software to fix issues.
•    User access management in Active Directory and business applications.
•    Users’ issues and requests documentation in SNOW.
•    Support escalation process.
•    Work as part of a team, share knowledge, and work together to increase performance standards.
•    Document missing resolutions in knowledge base and maintain their up-to-date status
•    Perform customer support related tasks and special projects as assigned by management.
•    Adhere strictly to shift schedule.
•    If required, provide trainings to the same level   

Main requirements:

•  Technical skills and knowledge including but not limited to MS Office, Internet applications, Windows Operating Systems.
•    Basic knowledge of computer hardware.
•    Fluent English is required. 
•    Flexibility to change in shift schedules, as required.
•    ITIL Certification is a plus.
•    Previous experience on similar position is a plus