Position Summary The 1st Level Remote Support role is responsible for providing first-level troubleshooting and technical assistance to users’ queries and incidents received through various support channels in a professional and timely manner. Key Responsibilities • Provide First Call Resolution (FCR) technical support via phone and email • Perform first-level troubleshooting on reported incidents and escalate to appropriate resolver groups when required • Provide timely updates to customers on outstanding issues within agreed service levels • Maintain ownership of cases and ensure accurate documentation until closure • Manage customer expectations and escalate unusual trends or high call volumes to the Team Lead • Classify and prioritize incidents appropriately while tracking resolution progress and follow-up actions Requirements • Diploma in IT-related fields • Minimum 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk • Customer service experience from a non-technical call center environment will not be considered • Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support