L1 Support Assistant - Junior

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Basic Information
Job Code l1 support
Job Category Retail Sector Business Unit
Job Level Junior
Employment Type Full Time
Hiring Source Open Competition
Total No Of Vacancy Fresher also can apply
Business Units RSBU
Offered Salary Negotiable
Published Date 28/09/2023 AD, 2080-06-11 BS
Apply Before (Deadline) 28/10/2023 AD, 2080-07-11 BS(-32 days from now)
Job Specification
Job Category Retail Sector Business Unit
Required Qualification Bachelor
Required Degrees Bachelor ( Computer Science ) , Bachelor in Computer Science and Information Technology, Bachelor in Information Management, Bachelors in IT
Required Gender Male
Position Summary

We are looking for an L1 Support Assistant who will be instrumental in delivering technical assistance and support to our clients. The primary focus of this role is to address and resolve IT-related issues reported by users, using direct interaction or remote support tools.

Major Roles And Responsibilities (Job Details)
  1. Research and analyze software and hardware problems to identify appropriate solutions.
  2. Perform diagnostic tests and troubleshoot technical issues, including account setup and network configuration problems.
  3. Employ targeted questioning techniques to quickly identify the underlying cause of customer issues.
  4. Track and monitor computer system issues until resolution, adhering to agreed-upon time limits.
  5. Guide clients through a step-by-step process via phone, email, or chat to resolve their technical problems.
  6. Escalate unresolved issues to the relevant internal teams, such as software developers, when necessary.
  7. Provide prompt and accurate feedback to customers on the progress of their technical issues.
  8. Utilize internal databases and external resources to deliver accurate technical solutions.
  9. Ensure that all support requests are appropriately logged and documented.
  10. Effectively prioritize and manage multiple open issues simultaneously.
  11. Follow up with clients to confirm that their IT systems are fully functional after troubleshooting.
  12. Prepare detailed and timely reports on support activities and resolutions.
  13. Document technical knowledge by creating notes and manuals for future reference.
  14. Foster positive and friendly relationships with clients to ensure their satisfaction and loyalty.

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