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L1 Helpdesk Support Technician

17 hours, 48 minutes ago
Sri Lanka
Full-time
Junior
Technical Support Engineer
Technical Writing and Documentation
Cisco
Apply Now
Dijital Team

Dijital Team

Join Dijital Team, the globally recognized A-Team for IT Services. Explore our open positions and stay ahead in your career.

Internet Software & Services
11-50
Founded 2023
View All Jobs 13

Description

  • Provide first-level technical support to customers via phone, email, and collaboration tools.
  • Troubleshoot issues related to telephony systems, PBX platforms, and software applications.
  • Guide users through clear, step-by-step resolutions to technical issues.
  • Log, prioritise, track, and update incidents and service requests in the helpdesk system.
  • Escalate complex or unresolved issues to senior teams when required.
  • Diagnose and resolve basic software, telephony, and cloud PBX problems.
  • Assist with installation, configuration, and updates of supported applications.
  • Support both cloud-based and on-premises telephony environments.
  • Create and maintain user-friendly documentation and knowledge base articles.
  • Assist with basic networking issues such as connectivity, IP configuration, and VPN access.

Requirements

  • 1–3 years of experience in an IT Helpdesk, Service Desk, or Technical Support role.
  • Exposure to telephony or PBX systems, either cloud-based or on-premises.
  • Familiarity with Asterisk-based cloud PBX systems is highly desirable.
  • Basic understanding of networking and communications, including IP, SIP basics, and connectivity.
  • Experience working with ticketing systems; training will be provided.
  • Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.
  • Strong English communication skills, both verbal and written.
  • Customer-focused attitude with excellent problem-solving skills.
  • Ability to work independently and manage multiple tasks.
  • Willingness to learn, adapt, and grow in a fast-paced technical environment.

Benefits

  • Remote full-time work arrangement.
  • Opportunity to build experience in telephony and cloud communications.
  • Hands-on role with exposure to leading communication platforms and vendors.
  • Training provided for the ticketing system.

Interested in this position?

Apply directly on the company website

Apply Now

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