Support Technician L1

L1 Helpdesk Position

The L1 Helpdesk position's main objective is to offer a first level of support to users, effectively managing the queries, doubts, and incidents received through the enabled channels, mainly via telephone.

The person in this role is responsible for receiving calls, registering incidents in the helpdesk system, responding to queries that can be resolved at the first level, and correctly escalating cases that require intervention from higher levels (L2 or L3), ensuring at all times a customer-oriented service.

This position reports hierarchically to the L2 Helpdesk team and acts as the entry point for the management of technical and functional incidents.

Main Responsibilities and Functions

• Reception and attention of user calls.

• Registration, follow-up, and correct classification of incidents and requests in the helpdesk system.

• Resolution of first-level doubts and incidents.

• Escalation of incidents to higher levels when necessary, ensuring correct documentation of the case.

• Maintenance of clear and service-oriented communication with users.

• Collaboration with the different levels of the support team to guarantee the correct resolution of incidents.

Ideal Profile for the Position

For this position, we are looking for a person who has:

• Minimum 1 year of experience in similar support or helpdesk positions.

• Knowledge of hardware and software commonly used in professional environments, especially Windows, Office, and Outlook systems.

• Technical knowledge of English, desirable.

• High communication capacity, customer orientation, and proactive attitude.

• Dynamic, extroverted person with ease in telephone contact.

• Experience in telephone support or call center environments, desirable.

• Knowledge and experience in the dental sector, desirable.