IT Support L1 – Help Desk

About the role

The IT Support L1 (Help Desk) is the first point of contact for internal users, providing initial technical assistance for hardware, software, access, network and corporate tools. The role ensures efficient, user‑focused service and escalates cases when needed to maintain operational continuity.

Key responsibilities

• Receive and manage user requests via tickets, chat or email.
• Provide basic technical support for hardware, software, accounts, access and peripherals.
• Perform initial troubleshooting, document each case clearly and follow up until resolution.
• Escalate complex incidents to L2/L3 according to established procedures.
• Install, configure and perform basic preventive maintenance.
• Support VPN, email, MFA and internal software configurations.
• Maintain inventory, technical records and documentation.
• Contribute to self‑service guides and knowledge base articles.
• Meet defined SLAs and service desk metrics.

Required profile

• Technical or university studies in IT, Systems Engineering or related fields.
• Approximately 1 year of experience in technical support or a similar role.
• Strong customer‑service orientation and clear communication skills.
• Ability to work under pressure, prioritize tasks and follow up diligently.

Required skills

• Hardware troubleshooting
• Software support
• VPN configuration
• Email and MFA setup
• Basic networking and printer support
• Ticketing tools (e.g., Jira Service Desk)
• Google Workspace
• Microsoft 365
• IAM and MDM basics
• Basic scripting or automation knowledge

What we offer

• Benefits package including birthday day‑off, medical insurance, life insurance and wellness program.
• Statutory benefits as required by law.
• Growth opportunities within a regional fintech environment.
• Work schedule: Sunday to Thursday, 11:00 am – 8:00 pm; Friday and Saturday off.