Level 1 Technical Support Agent

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: TYPE OF WORK

Full Time

: SALARY

$4.00/hour

: HOURS PER WEEK

40

: DATE UPDATED

Sep 8, 2026

JOB OVERVIEW

Position Summary

The Level 1 Technical Support Agent serves as the first point of contact for onsite technicians and end users requiring assistance with laptop and printer issues. This role is responsible for performing basic troubleshooting, guiding field technicians through step-by-step procedures using established manuals and knowledge base documentation, and escalating unresolved issues to Level 2/3 support as needed.

Key Responsibilities

-Answer inbound calls, chats, or tickets from onsite technicians and end users regarding laptop and printer issues
-Perform basic troubleshooting for common hardware and software issues, including:
-Laptop power, boot, connectivity (Wi-Fi/Ethernet), and peripheral issues
-Printer connectivity, paper jams, driver installation, and print quality issues
-Basic OS-level issues (e.g., restarts, updates, network settings)
-Walk onsite technicians through troubleshooting steps in real time, following documented procedures/manuals
-Accurately document all interactions, troubleshooting steps taken, and resolutions in the ticketing system
-Identify when an issue requires escalation and route tickets to Level 2/3 support with clear notes
-Follow standard operating procedures (SOPs) and reference manuals to ensure consistent, repeatable support
-Maintain professionalism and clear communication with field technicians who may be non-technical or working under time pressure
-Meet or exceed defined KPIs for ticket resolution time, first-call resolution, and customer satisfaction
-Escalate safety-related or high-priority issues promptly per company protocol

Required Qualifications

-High school diploma or equivalent required; technical certification (CompTIA A+ or similar) a plus
-0–2 years of experience in a technical support, help desk, or customer service role
-Basic working knowledge of laptop hardware/software troubleshooting (Windows and/or Mac)
-Basic working knowledge of printer troubleshooting (setup, connectivity, common error codes)
-Ability to read and follow technical manuals and SOPs, and translate them into clear verbal instructions
-Strong verbal communication skills; ability to explain technical steps to non-technical field staff
-Basic computer literacy, including ticketing systems, email, and remote support tools
-Ability to multitask and stay calm under pressure in a fast-paced support environment

Preferred Qualifications

-Prior experience supporting field/onsite technicians remotely
-Familiarity with remote desktop or remote diagnostic tools
-Experience working in a call center or shared services support environment

Work Environment

-Onsite, remote, or hybrid call center/help desk environment
-May require flexible scheduling, including evenings, weekends, or on-call rotations depending on business needs

Reporting Structure

-Reports to the Technical Support Supervisor/Manager

SKILL REQUIREMENT

Technical Support Customer Service Helpdesk Support

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Level 1 Technical Support Agent

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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