Level 1 Network Support Technician

Reporting to the Service Desk Manager, you will provide first-line technical support to users either in person, over the phone, or via remote support software. You will be required to log time working on issues in the company CRM system and ensure service orders are worked and closed in a timely manner. This role requires excellent communication skills and a strong understanding of the importance of providing outstanding customer service. You are expected to demonstrate patience, professionalism, concentration, and the ability to work effectively in busy school environments with both Staff and Students. Strong organizational skills and the ability to prioritize and manage multiple open support requests are essential. Level 1 technicians are expected to be proficient with desktop support, Microsoft 365 environments, and basic networking while working alongside more senior members of our technical team to deliver a professional helpdesk service to customer users. In addition to traditional helpdesk responsibilities, this role includes assisting with the diagnosis, repair, configuration, and deployment of laptops and other end-user devices. Technicians will also assist with the management of repair workflows, logistics, spare parts coordination, warranty processing, and device tracking. Training in repair procedures, tools, and logistics management will be provided by the company. Core Responsibilities

• Provide first-line technical support onsite and remotely
• Troubleshoot hardware, software, Microsoft 365, and network-related issues
• Configure and deploy desktops, laptops, printers, and mobile devices
• Assist users with Microsoft 365, Windows, and cloud-based systems
• Log all work completed and time spent within the company CRM/helpdesk system
• Escalate complex issues to senior engineers where appropriate
• Maintain accurate documentation and asset records
• Support school /corporate technology environments, including staff and student devices
• Perform basic laptop and desktop hardware repairs including:
• Screen replacements
• Hard drive and SSD replacements
• Memory upgrades
• Battery replacements
• Device diagnostics and testing
• Assist with repair intake, device tracking, warranty coordination, and repair logistics
• Maintain repair inventory and assist with parts management
• Participate in company-provided technical and repair training programs

Applicants must possess the following certifications and experience

• A+, Network+ or other similar qualifications
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• 3+ Years of Experience supporting Windows 10
• 2+ Years of Experience supporting Office 365 applications
• 2+ Years of Experience managing Active Directory accounts

Desired Skills, Certifications & Experience

• Experience working in busy support environments
• Experience supporting Microsoft 365 and Azure environments
• Strong customer service and communication skills
• Experience with basic networking and troubleshooting
• Experience with web content filtering solutions in schools
• Experience with device repairs, including laptops and desktops
• Ability to work independently and as part of a team

The following certifications and experience are considered highly desirable

• CompTIA Security+
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• CompTIA A+
• Microsoft 365 Certified: Endpoint Administrator Associate
• Fortinet NSE
• Cisco Certified Support Technician (CCST) Networking
• Experience with Microsoft Intune and device management
• Experience with Microsoft Defender and endpoint security solutions

Candidates selected for interviews will be required to pass technical tests. Starting salary subject to qualifications and experience: Salary (36,000 – 42,000 KYD) plus statutory Pension & Medical benefits. Interested and qualified applicants should submit a cover letter, a full, detailed resume, copies of relevant qualifications & certificates, and two employer references to careers@ict365.ky