1️⃣ Level 1 technician

Tasks of a Level 1 Support technician

- Filters the requests
- Basic troubleshooting (password reset, printer configuration, ticket routing & escalation to level 2 and 3
- Gathers and analyses information about the issue and finds the best way to resolve it.
- Documents the calls and tickets received
- Routine Checks
- Maintains and updates the record keeping software
- Assists with tracking inventory and assets
- Assist with development and rollout of new technologies and systems
- Assist with installation
- Perform remote troubleshooting