IT Service Desk Level 1

Position: IT Service Desk Level 1 Support
## IT Service Desk Level 1 Support Apply locations:
USA - Houston, Texas (Office) time type:
Full time posted on:
Posted Todayjob requisition :
JR100407

Gutor is a leading international manufacturer of UPS systems for industrial applications. The company has been in business for over 75 years and has a proven track record of delivering high-quality products and services. Gutor's products are designed to meet the demanding needs of industries such as oil & gas, petrochemical, chemical, nuclear, and transportation. The company also has a global presence with over 600 employees in more than 30 countries and branches in Brazil, China, India, Malaysia, Mexico, Saudi Arabia, the United Arab Emirates, and the U.S.A to name a few.
Gutor is committed to providing its customers with the best possible support. The company has a team of experienced engineers and technicians who are available to help with any problems that may arise.

The Service Desk Level 1 Support role is the primary contact point for end‐users, ensuring quick, efficient, and customer‐focused IT assistance. The position handles initial troubleshooting, resolves basic technical issues, and escalates incidents when needed.

- Central to the IT service support sub-function is the service desk as the single contact point for end-users to record their problems.  - As Level 1 support, they will try to resolve them, if there is a direct solution or will create an incident that will be escalated. "  Responsible for providing support to the Support Center Management by producing reports and metrics, managing quality assurance, training and (where appropriate) technical support.
Entry level to 3 years experience in the specific role but may have some general working experience

A Level 1 (L1) Support Agent is the first line of IT support, responsible for handling incoming requests, resolving common issues, ensuring high service quality, and escalating more complex cases to Level 2 when needed.

L1 agents play a key role in maintaining smooth IT operations and ensuring user satisfaction.#
*
* Main responsibilities:

**** 1. Ticket Handling & Monitoring
*** Act as the
** first point of contact
** for all IT incidents and service requests.
* Monitor incoming tickets continuously and respond to users as quickly as possible.
* Collect all required information from the user to understand and categorize the issue correctly (issue type, request type, impact & urgency).
* Attempt first‐time resolution whenever possible (password resets, software installations, basic troubleshooting).
* Ensure all assigned tickets are resolved and closed within SLA.
* Keep users informed regularly about ticket status and follow up until closure.
** 2. Troubleshooting & Issue Resolution
*** Perform initial diagnostics and apply known solutions from documentation.
* Investigate and reproduce issues (including checking logs, doing tests, remote access via Team Viewer).
* Identify if the issue can be solved at L1 or requires escalation.##
** 3. Escalation Management
*** If L1 cannot resolve the issue, escalate to Level 2 with complete information.
* Schedule time with L2 or other teams when needed to ensure resolution progress.
* Communicate clearly during handover to avoid delays and rework.##
** 4. Documentation & Knowledge Management
*** Document solutions for each resolved ticket to support knowledge base development.
* Contribute to onboarding materials and instructions for common issues.
* Keep internal records and procedural documentation accurate and up to date.##
** 5. Collaboration & Communication
*** Communicate effectively with end users in a clear and friendly manner.
* Cooperate with L2/L3 teams, IT Infrastructure, Applications, and Security teams as needed.
* Participate in daily stand‐ups or sync meetings to review priorities and escalations.#
*
* Required qualifications:

*** Bachelor’s degree in an IT-related field.
* Minimum of 4 years of proven experience in IT support or service desk roles within an international environment.
* Basic IT troubleshooting knowledge (software installation, accounts, access, hardware basics).
* Understanding of Jira Service Management workflows.
* Ability to use remote…