Help Desk Level 1 – Technical Support Agent

About the role

The Help Desk Level 1 position at K Group is a front‑line technical support role. You will be the primary point of contact for customers, coordinating with internal technical teams to resolve issues quickly and efficiently.

Key responsibilities

• Respond promptly to customer inquiries via phone, in‑person, or remote tools.
• Diagnose and troubleshoot hardware and software problems, delivering long‑term solutions.
• Prioritize and assign tasks across departments based on urgency and impact.
• Monitor ticket progress, follow up on pending items, and ensure timely resolution.
• Manage support tickets according to skill set, workload, and customer preferences.
• Leverage AI assistants and data‑driven methods to optimize support processes.
• Continuously update knowledge of industry trends and emerging technologies.

Required profile

• Previous IT experience working with RMM tools (ConnectWise RMM preferred; Automate/LabTech transferable).
• Strong ability to learn new software quickly and use AI productivity tools.
• Excellent written and verbal communication for non‑technical users.
• Ability to prioritize, multitask, and thrive in a fast‑paced environment.
• Team‑oriented mindset with a creative problem‑solving approach.

Required skills

• ConnectWise RMM
• Automate/LabTech
• Remote support tools
• AI assistants, LLMs, automated ticketing workflows
• Advanced search tools
• Hardware troubleshooting
• Software troubleshooting

What we offer

• Collaborative, focused team environment.
• Opportunities for continuous learning and professional growth.
• Access to cutting‑edge technologies and AI‑enhanced workflows.