Multidisciplinary Level 1 Support Technician

Description

The position focuses on comprehensive technical support management and end-user assistance within a corporate environment. Key responsibilities include handling and managing requests through ITSM systems, applying ITIL v4 methodologies for ticket registration, categorization, and resolution. This involves working with specialized corporate tools to ensure an efficient workflow and rapid response to reported incidents. Additionally, support is required in the Digital Workplace environment, including diagnostics and remote assistance for Windows 10/11 operating systems and the Microsoft 365 suite—covering applications such as Outlook, OneDrive, Teams, and SharePoint. Network connectivity aspects will also be managed, including LAN, WiFi, and VPN configurations, to ensure operational continuity for users. Another key area of responsibility is Identity and Access Management (IAM/ITAM), executing user onboarding and offboarding processes, credential resets, multi-factor authentication (MFA) configuration, and asset administration in environments such as Azure AD (Entra ID) and Intune, as well as maintaining records in a CMDB. The role also entails providing initial support for core business applications, performing basic triage and first-level assistance for enterprise management systems such as SAGE, Business Central, or Salesforce. The professional is expected to maintain high procedural rigor, collaborating with other teams to escalate incidents when necessary and contributing to the continuous improvement of support processes. A vocational training qualification at Intermediate Level (SMR) or Advanced Level (ASIR, DAM, DAW) is required. Knowledge or certification in ITIL v4 Foundation is mandatory, along with a minimum of 1–2 years’ experience in Service Desk, CAU, or Level 1 end-user support roles. The required technical stack includes proficiency in Windows 10/11, Microsoft 365, Azure AD (Entra ID), Intune, fundamental networking concepts, and ITSM tools such as GLPI or ServiceDesk Plus. Soft skills valued include strong user orientation, analytical capability for diagnostics, procedural adherence, and teamwork ability.