Help Desk Level 1 – Customer Support Technician

About the role

The Help Desk Level 1 role at K Group is the first point of contact for customers experiencing technical issues. You will work closely with both clients and internal technical teams to ensure fast, effective resolution and a positive support experience.

Key responsibilities

• Respond promptly to customer inquiries via phone, in‑person or remote tools.
• Diagnose hardware and software problems and deliver long‑term solutions.
• Coordinate tasks across departments, prioritising based on urgency and impact.
• Manage support tickets, assigning them according to skill set and workload while respecting customer preferences.
• Monitor progress of open tickets, follow up diligently and ensure timely closure.
• Leverage AI assistants and data‑driven methods to optimise support workflows.
• Continuously update knowledge of emerging technologies and industry trends.

Required profile

• Previous experience in IT support, preferably with Remote Monitoring & Management (RMM) tools.
• Proven ability to learn new software quickly and use AI productivity tools such as large language models or automated ticketing workflows.
• 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.
• Collaborative mindset with a focus on customer advocacy and problem‑solving.

Required skills

• ConnectWise RMM (preferred) or comparable RMM platforms (Automate, LabTech).
• Remote support and ticketing tools.
• Hardware troubleshooting.
• Software troubleshooting.
• AI productivity tools (LLMs, automated ticketing workflows, advanced search).

What we offer

• A focused, team‑oriented environment with over 40 years of industry experience.
• Opportunities for continuous learning and professional growth.
• Commitment to innovation, creativity and inclusivity.