IT Service Desk Level 1 Support

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., 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.

1. Troubleshooting & Issue Resolution * Perform initial diagnostics and apply known solutions from documentation. * Investigate and reproduce issues (including checking logs, doing tests, remote access via TeamViewer). * Identify if the issue can be solved at L1 or requires escalation.

2. 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.

1. 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.

1. 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.

Technical Support, Customer Support/Service, Petrochemicals, Product Design, Oil and Gas, Technical Support, Problem Solving Skills, 1st Level Support, Customer Escalations, Customer Satisfaction, * 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 support tools such as TeamViewer.
• Familiarity with Microsoft 365, Intune, and standard corporate applications.
• Strong communication and customer-service mindset.
• Ability to follow procedures, checklists, and structured workflows.
• Problem-solving mindset and attention to detail.
• Proactive approach - monitoring, documenting, and identifying root causes.
• The position is not eligible for employer-sponsored visa now or in the future., * Proficiency in Spanish.
• Knowledge of firewalls, network infrastructure, and IT security principles.
• Working knowledge of SAP.
• Experience with SolidWorks.
• Familiarity with ePlan (electrical design software)., * High first-contact resolution rate.
• Low number of overdue tickets and SLA breaches.
• Accurate categorization and documentation of tickets.
• Consistent communication with end users.
• Effective collaboration with L2 and other IT teams.

• The base salary range for this position is $60,000-$70,000 USD, depending on experience and qualifications.
• Paid holidays
• Paid Time Off: 20 days of vacation
• 401(k) plan: up to 6% company matching contribution
• Cigna Dental and Vision Insurance
• FSA and HSA savings account options
• Basic Life and AD&D Insurance
• Voluntary supplemental life insurance
• Health &; Fitness Reimbursement

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.