Level 1 Support Specialist

About the role

We are seeking a customer‑focused Level 1 Support Specialist to join our multinational team. You will be the first point of contact for end‑users, providing prompt and professional assistance for hardware, software, and application issues while maintaining high service standards.

Key responsibilities

• Receive and log IT support requests via phone, email, chat, or ticketing system.
• Diagnose and resolve first‑line hardware, software, and application problems.
• Maintain incident and service request records in the ITSM tool.
• Support Microsoft Windows, Microsoft 365, mobile devices, and standard business applications.
• Perform user account administration, including password resets and access requests.
• Assist users with basic SAP navigation and forward complex SAP issues to the dedicated SAP team.
• Follow established support processes and meet SLA targets.
• Document troubleshooting steps and contribute to the knowledge base.
• Collaborate with second‑line support and other IT teams for timely issue resolution.
• Support workstation setup, software installations, and user onboarding.

Required profile

• Minimum 3 years of experience in an IT Service Desk or Level 1 Support role.
• Hands‑on experience with SAP as a core business application.
• Proven experience supporting Microsoft Windows, Microsoft 365, and standard desktop applications.
• Familiarity with IT service management tools such as ServiceNow or Jira Service Management.
• Strong troubleshooting and problem‑solving abilities.
• Excellent written and verbal communication in English.

Required skills

• SAP (basic navigation and usage)
• Microsoft Windows
• Microsoft 365
• ServiceNow or Jira Service Management
• Hardware and software troubleshooting