Technincal Support Engineer L1

• Serve as the primary point of contact for IT support requests received via phone, email, chat, and self-service portal.
• Log, categorize, and prioritize all incoming incidents and service requests in ServiceNow following ITSM standards.
• Diagnose and resolve common technical issues, including:
• Password resets and account unlocks (Active Directory / Azure AD)
• Basic Windows 10/11 operating system issues
• Microsoft 365 (Outlook, Teams, OneDrive) basic usage and configuration
• Hardware issues: laptops, desktops, printers, and peripherals
• Basic network connectivity (WiFi, VPN client, shared drives)
• Software installation and licensing requests
• Follow documented knowledge base articles and SOPs to resolve issues consistently.
• Escalate unresolved or complex incidents to Level 2 technicians with clear, complete documentation.

Service Management

• Maintain accurate and detailed ticket records throughout the incident lifecycle.
• Meet established response time SLAs and customer satisfaction targets.
• Provide timely updates to end users on the status of their requests.
• Assist in managing ticket queues and ensuring no requests are left unattended.

End-User Support & Communication

• Deliver friendly, patient, and professional support to users across office, plant, and field environments.
• Guide non-technical users through troubleshooting steps using clear, jargon-free communication.
• Support onboarding activities including account setup, device preparation, and application access provisioning.

Documentation & Knowledge Sharing

• Contribute to and maintain the internal knowledge base by documenting resolutions and frequently asked questions.
• Flag recurring issues to team leads for root cause analysis and process improvement.

Qualifications

Required

• 0–2 years of IT support, helpdesk, or customer service experience (internships and academic experience considered).
• Basic knowledge of Windows 10/11 and Microsoft 365 applications.
• Familiarity with Active Directory concepts (user accounts, password management).
• Strong verbal and written communication skills.
• Customer-focused attitude with a willingness to learn and follow structured processes.
• Ability to work in a team environment and follow escalation procedures.

Preferred

• Experience with a ticketing system (ServiceNow, Jira, Zendesk, or similar).
• Exposure to ITIL concepts or basic service management principles.
• Industry certifications or coursework such as:
• CompTIA A+ (or in progress)
• Microsoft 365 Fundamentals (MS-900)
• Associates or Bachelor’s degree in Information Technology, Computer Science, or related field.
• Eagerness to learn and grow in a structured IT environment
• Strong attention to detail and commitment to accurate documentation
• Patience and empathy when supporting users of varying technical skill levels
• Ability to follow procedures and elevate appropriately
• Good time management and ability to handle multiple open tickets simultaneously
• Commitment to safety and Heidelberg Materials’ values

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