L1 IT Support Specialist (Work-From-Home) - #34254

As an L1 IT Support Specialist at our client's esteemed company, your primary responsibilities include providing first and second-level support for IT-related issues in Windows environments. You'll troubleshoot hardware, software, and network challenges, manage Microsoft 365 and MS Exchange environments, and utilize ticketing systems for efficient issue resolution. Additionally, you'll focus on delivering exceptional customer service while educating users through training sessions and documentation. Your proactive approach will also play a vital role in enhancing user satisfaction and improving IT processes.

To qualify for the L1 IT Support Specialist position with our client, you should have at least 2 years of IT Support experience, particularly in a finance or trading environment. Proficiency in troubleshooting Windows environments, administering M365 and MS Exchange, and exposure to Azure cloud services is essential. Strong customer service skills, the ability to communicate complex information clearly, and experience working collaboratively with IT teams are also vital. A relevant degree in Information Technology, Science, or Engineering is advantageous.

The working hours for an L1 IT Support Specialist at this prominent French financial services company are Monday to Friday from 4:35 PM to 1:35 AM Manila time, which includes an 8-hour core work period with a 1-hour break. This schedule provides flexibility while accommodating the company's operational needs in the European time zone.

In your role as an L1 IT Support Specialist, you'll utilize various IT service management tools and ticketing systems to manage support requests effectively and maintain detailed records of user interactions. Familiarity with different IT documentation practices is also essential to ensure clear and accessible resources for the support team. Your role will involve hands-on experience with Microsoft 365, MS Exchange, and possibly Azure components.

Communication skills are crucial for the L1 IT Support Specialist position at our client's company. You'll interact regularly with internal users and external clients, guiding them through technical challenges with empathy and clarity. Strong interpersonal skills are necessary for building effective relationships, ensuring users feel understood and supported while you navigate through their technical issues.

When answering this question, share specific examples of your hands-on experience troubleshooting Windows environments. Describe the types of issues you’ve resolved, your approach to diagnosing problems, and the tools you used. Highlight your successes and the importance of maintaining user satisfaction throughout the process.

Discuss your method for prioritizing tickets based on urgency and impact on the business. Explain how you assess issues, categorize them accordingly, and communicate timelines to users. Your answer should reflect an understanding of managing workload efficiently while ensuring critical issues are addressed promptly.

Share your experience in conducting training sessions and creating user-friendly documentation. Explain how you identify common issues and develop FAQs or guides to empower users. Emphasize the importance of clear communication and patience when assisting users who may not be tech-savvy.

Discuss your ongoing commitment to professional development, such as attending webinars, reading industry publications, or participating in IT forums. You might share specific resources you utilize to keep your knowledge up-to-date and how this proactive approach enhances your support capabilities.

Provide a detailed anecdote about a situation where you exceeded user expectations. Describe the issue, the actions you took that went beyond standard support, and the positive outcome for the user. This highlights your dedication to customer service.

In answering this, detail your level of experience administering M365 and MS Exchange environments. Speak about configuration tasks, troubleshooting techniques, or key projects you've managed. If relevant, mention any improvements you've implemented that enhanced system performance or user experience.

Discuss your problem-solving process in such cases. Describe how you gather information, consult documentation, or reach out to colleagues or other resources. Emphasize your ability to learn quickly and your commitment to resolving issues efficiently, even when you encounter unfamiliar challenges.

Share your experiences collaborating with other IT teams, such as network administrators or security specialists. Explain how effective communication and teamwork aid in resolving complex issues and your strategy for ensuring alignment on projects and initiatives within the organization.

Discuss the methods you use to measure user satisfaction, such as surveys, feedback forms, or direct follow-ups. Highlight how you’ve utilized this feedback to improve support processes or user interactions, demonstrating your focus on continuous improvement.

Articulate your understanding of the company’s reputation and its position in the financial services sector. Share what excites you about contributing to their IT support team and how your skills and values align with their mission. This question allows you to demonstrate personal motivation and cultural fit.