DedicatusIT
Dedicated Tech Level 1
Level 1 plays a crucial role in handling alerts and tickets in an IT support environment. Their primary responsibility is to triage and address incoming alerts and tickets promptly and efficiently will be responsible for the following:
- ➤ Creating a daily/weekly schedule in coordination with the senior team and ensuring its completion.
- ➤ Collaborating with the NOC (Network Operations Center) or senior tech team to perform pending tasks.
- ➤ Installing the latest patches on desktops and servers, and updating the NOC via email.
- ➤ Checking for and staying informed about the latest updates related to anti-virus software.
- ➤ Maintaining a record of installed patches and sending an end-of-day email to the respective manager.
- ➤ Maintaining a record of installed patches and sending an end-of-day email to the respective manager.
- ➤ Participating in daily and weekly meetings with senior engineers and managers.
- ➤ Generating dashboard reports and highlighting any raised flags.
Level 1 Dedicated Tech role includes :
- ➤ Basic troubleshooting skills in Microsoft products.
- ➤ Basic troubleshooting skills in antivirus software, Microsoft Office, LAN, and ADSL connections.
- ➤ Basic knowledge of Windows Server and cloud technologies.
- ➤ Experience working with remote monitoring and management tools like Datto RMM, SolarWinds N-central, and ConnectWise.
- ➤ Familiarity with professional services automation (PSA) systems such as Autotask and ConnectWise Manage.
- ➤ Desirable knowledge of ITIL (Information Technology Infrastructure Library) best practices.
Level 1 are the first point of contact for many IT issues, and their prompt and accurate handling of alerts and tickets is essential for efficient support operations. By efficiently addressing alerts and tickets at Level 1, organizations can resolve common issues quickly, free up higher-level technicians to focus on more complex problems, and ensure a smooth flow of support services to end-users or customers.Contact us today to discuss your requirements and benefit from our Level 1 expertise.