Help Desk Level 1 – Customer Support Technician

About the role

The Help Desk Level 1 position at K Group is the first point of contact for customers experiencing technical issues. You will work closely with both customers and internal technical teams to ensure swift, effective resolution of problems.

Key responsibilities

• Respond promptly to customer inquiries via phone, in‑person, or remote tools.
• Diagnose and troubleshoot hardware and software issues, providing long‑term solutions.
• Coordinate tasks across departments, prioritising based on urgency and impact.
• Manage support tickets, balancing workload and customer preferences.
• Monitor workflow progress, follow up on pending tasks, and ensure timely resolution.
• Leverage AI assistants and data‑driven methods to optimise support processes.
• Continuously update knowledge of industry trends and emerging technologies.

Required profile

• Strong written and verbal communication skills, able to explain technical concepts to non‑technical users.
• Ability to multitask and prioritise in a fast‑paced environment.
• Team‑oriented mindset with a positive, professional demeanor.

Required skills

• Experience with Remote Monitoring and Management (RMM) tools – ConnectWise RMM preferred.
• Familiarity with Automate or LabTech platforms.
• Proficiency using AI productivity tools such as large language models (LLMs), automated ticketing workflows, and advanced search utilities.