Job Description Anticipated Contract End Date/Length: 12 months with potential to extend Work set up: Onsite Our client in the global professional services industry is seeking a proactive and detail-oriented Level 1 IT Support Agent to join their dynamic team.
The successful candidate will provide first-level IT support to end users, focusing on system health checks, troubleshooting, and escalations.
They will be responsible for basic IT tasks, including responding to user queries, processing service requests, and logging system incidents.
This is a fantastic opportunity for someone with 1-2 years of experience in IT support to gain further exposure to IT Service Management (ITSM) processes.
What you will do: System health checks: Perform routine system health checks, including backups, server health monitoring, and integration reporting.
End user support: Handle end-user support by triaging issues and escalating complex problems to Level 2 support when necessary.
User requests: Assist with basic user requests such as "over the shoulder" support, providing FAQs, and handling simple IT queries.
Service requests: Process service requests such as user onboarding and system personalization (e.g., search filters).
Incident management: Respond to system event alerts, log faults (e.g., system performance issues), and ensure proper follow-up on user-level incidents.
Problem management: Create problem records for recurring incidents and track their resolution.
Data quality & validation: Conduct data quality checks and foundation data validation to ensure system accuracy.
Integration reporting: Ensure proper ticket status alignment through regular integration reporting.
Usability checks: Perform routine checks on system responsiveness to guarantee optimal performance.
User attestation reports: Generate and provide user attestation reports as needed.
Qualifications Bachelor's degree, university degree or equivalent experience.
1-2 years of experience in IT support or related roles, focusing on systems rather than desktop support.
Basic IT support skills, with familiarity in handling system-related issues.
Experience with ITSM processes is an added advantage.
Strong proficiency in the English and basic Portuguese languages, both written and spoken, with the ability to communicate effectively with end users.
Ability to follow provided guides to resolve issues or escalate as needed.
Ability to interact directly with end users of the systems, providing excellent customer service.
Additional Information Please note that only applicants selected for an interview will be contacted.
Candidates must be legally authorized to live and work in the country the position is based in, without requiring sponsorship.
We appreciate your interest in this opportunity.
Please note only applicants selected for an interview will be contacted.
HelloKindred is proud to be an equal opportunity employer, committed to creating a diverse environment.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity/expression, sexual orientation, national origin, disability, age, or veteran status.
