Overview
RevolutinMedia.ai is seeking an IT Helpdesk Level 1 Technician to provide technical support to operational and administrative staff across multiple sites. This role is responsible for troubleshooting hardware, software, user accounts, virtualization environments, Linux systems, and basic network-related issues while delivering excellent customer service and meeting departmental KPIs.
We are looking for a proactive, team-oriented individual who thrives in a fast-paced environment and is comfortable working rotating schedules.
Key Responsibilities
- Receive, manage, and resolve IT support tickets through the ticketing system
- Troubleshoot hardware, software, printer, and connectivity issues
- Configure and support user accounts, email clients, and workstations
- Assist with onboarding and setup of new employees
- Install and configure software applications
- Provide onsite and remote support to employees, supervisors, and administrative staff
- Escalate unresolved or critical incidents to senior IT staff
- Track and manage IT inventory, equipment assignments, and replacements
- Assist in troubleshooting outages and operational incidents
- Properly document troubleshooting steps and resolutions
- Maintain compliance with IT KPIs including:
- Response times
- Resolution times
- Ticket documentation
- User satisfaction
- Share technical knowledge and solutions with the IT team
- Availability to work rotating schedules, weekends, or extended hours when required
RequirementsGeneral Qualifications
- 1+ years of experience in IT Helpdesk Level 1 or similar technical support roles
- Experience using ticketing systems
- Experience supporting high-volume environments preferred
- Intermediate English proficiency (written and verbal)
- Strong communication and customer service skills
- Ability to multitask and prioritize efficiently
- Availability to work rotating schedules
Technical SkillsWindows & User Support
- Windows troubleshooting and workstation support
- Software installation and configuration
- Basic hardware troubleshooting
- Microsoft Outlook configuration and support
Active Directory
- Password resets
- Account unlocks
- User creation and management
- Basic group and permissions management
Networking (Level 1)
- Basic understanding of IP addressing
- Basic understanding of DHCP and DNS
- Wi-Fi and Ethernet troubleshooting
- Network printer troubleshooting
- Basic switch and cabling troubleshooting
Linux Fundamentals
- Minimum 1 year of basic Linux experience or academic exposure
- Familiarity with Linux terminal navigation and commands:
- cd
- ls
- pwd
- mkdir
- cp
- mv
- rm
- Basic troubleshooting in terminal environments
- Basic understanding of Linux services and file permissions
Virtualization & Infrastructure
- Basic understanding of virtual machines (VMs)
- Familiarity with virtualization concepts and environments
- Basic knowledge of Proxmox VE or similar virtualization platforms
- Ability to start, stop, and monitor VMs
- Understanding of snapshots and VM resource allocation
- Basic understanding of Linux-based server environments
Preferred Qualifications
- Experience with imaging tools such as Clonezilla or Symantec Ghost
- Experience with endpoint management platforms such as ManageEngine or Intune
- Experience with endpoint security software such as BitDefender or McAfee
- Experience with enterprise ticketing systems such as Freshservice or Freshdesk
- Google Workspace or Microsoft 365 administration experience
- Exposure to virtualization platforms such as Proxmox, VMware, or Hyper-V
- Basic Linux server administration and troubleshooting
Work Environment
- Fast-paced support environment
- Onsite and remote support across multiple RevolutinMedia.ai locations
- Rotating schedules based on operational needs
- Collaboration with IT staff, supervisors, and operations teams
Job Types: Full-time, Permanent
Pay: $11,791.28 - $18,000.00 per month
Work Location: In person
