L1 1st Line Agent English

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: L1 1st Line Agent English

Location(s): Austin, TX

Position Overview
We are seeking an L1 First Line Service Desk Agent to provide technical support and excellent customer service in a technical service center environment. The successful candidate will have good IT knowledge, strong communication skills, and the ability to work effectively under pressure while meeting established Service Level Agreements (SLAs).

• Provide first-line technical support to end users.
• Answer service desk calls professionally and within agreed SLAs.
• Log, categorize, prioritize, and assign calls to the appropriate support teams.
• Action back-office requests as required.
• Monitor and action web-logged service requests and incidents.
• Monitor team notifications and update service calls accordingly.
• Complete user administration and account setup activities.
• Advise users and support teams of known problems, resolutions, and workarounds.
• Keep users informed of the progress and status of their incidents or requests.
• Escalate issues to appropriate support teams when required.
• Maintain accurate and timely service desk records.
• Support additional service desk responsibilities as assigned.

• Good knowledge of IT systems and general PC troubleshooting.
• Strong knowledge of Microsoft Office and standard desktop applications.
• Excellent written and verbal communication skills.
• Excellent customer service and customer care skills.
• Good analytical and problem-solving abilities.
• Ability to work effectively under pressure.
• Strong ability to learn and retain technical information.
• Ability to multitask and manage competing priorities.
• Understanding of working within defined Service Desk SLAs.
• Previous experience working as an analyst in a technical service desk or service center environment.

• Strong team player with the ability to build positive relationships with colleagues and external clients.
• Analytical and methodical approach to problem-solving.
• Keen attention to detail.
• Flexible and adaptable approach to assigned responsibilities.
• Enthusiastic, confident, and proactive "can-do" attitude.
• Professional and customer-focused demeanor.