On-siteFull timeMultiple LocationsEntry Level (Fresh Graduate)
Experience
Entry Level (Fresh Graduate)
Salary
Not specified
Posted
17 days ago
Deadline
in about 6 hours
Job Description
About the Role
We are looking for an L1 System Support Engineer with 0–2 years of experience to join our support team as the first point of contact for technical issues. This is a great opportunity for someone early in their IT career who is quick to learn and eager to grow in a fast-moving IT environment. You will build a solid technical foundation across software, hardware, and drivers, follow structured support processes, and work closely with L2 and L3 teams as you develop your troubleshooting skills.
Key Responsibilities
- Act as the first point of contact for incoming technical support requests via ticketing system, email, phone, or chat.
- Log, categorize, and prioritize support tickets accurately and in a timely manner.
- Perform initial troubleshooting of common software, hardware, and driver-related issues.
- Guide end users through basic setup, configuration, and issue resolution steps.
- Escalate unresolved or complex issues to L2/L3 support with clear notes, context, and steps already taken.
- Follow established support processes and Standard Operating Procedures (SOPs) consistently.
- Keep ticket records and documentation clear and up to date throughout the issue lifecycle.
- Assist with routine maintenance tasks such as basic software installations and updates under guidance.
- Track ticket status and follow up with users to ensure timely resolution and closure.
- Continuously learn the organization's systems, tools, and support procedures, building toward L2-level skills.
Requirements
Required Skills & Experience
- 0–2 years of professional experience in IT support, helpdesk, or a related technical role (internships and hands-on coursework/projects are welcome).
- Solid foundational understanding of computer software, hardware components, and drivers.
- Basic understanding of common operating systems (Windows and/or Linux).
- Familiarity with support processes and ticketing/workflow concepts; experience with tools like Jira is a plus.
- Quick to learn new tools, systems, and processes in a fast-moving IT environment.
- Strong sense of ownership and follow-through on assigned tickets and tasks.
- Basic troubleshooting mindset — able to ask the right questions and narrow down issues systematically.
Nice to Have
- Hands-on experience with a ticketing/ITSM tool such as Jira.
- Exposure to basic networking concepts (IP addresses, connectivity checks such as ping).
- Any relevant certifications, coursework, or self-directed projects in IT support or systems (e.g., CompTIA A+, Network+).
- Prior experience in a customer-facing or service-oriented role.
Soft Skills & Other Requirements
- Strong teamwork and collaboration skills, comfortable asking for help and working with more senior support staff.
- Clear communication skills, able to explain technical issues in simple terms to non-technical users.
- Fluency in English, spoken and written.
- Patience, a positive attitude, and a genuine willingness to learn and grow.
- Good time management skills, able to handle multiple tickets and requests in a fast-paced environment.
- Attention to detail when logging issues and following procedures.
Required Skills
Ability to manage multiple projects and meet deadlines
Level
Entry Level (Fresh Graduate)
Location
Multiple Locations
How to Apply
- The Position is open to Ethiopian Nationals only.
- Salary – Attractive
- Application Period – 15 days from the date of post.
- Interested applicants are required to submit their applications through the following link L1 System Support Engineer - TOPPAN Security