Level 1 Technical Support Analyst

About the role

We are looking for a Level 1 Technical Support Analyst to provide first‑line assistance to ALDO Group associates. The role involves troubleshooting hardware and software issues, documenting incidents, and ensuring timely resolution or escalation.

Key responsibilities

• Handle incident and request tickets through JIRA Service Desk, meeting established SLA targets.
• Provide support via phone, email, Teams and chat, maintaining high customer satisfaction.
• Escalate complex issues to Level 2 analysts and collaborate with the Cybersecurity team when needed.
• Create and maintain self‑service documentation, scripts and automation for recurring problems.
• Adhere to technology standards and strong cybersecurity practices.
• Keep ticket queues up‑to‑date and participate in special IT projects.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to follow documented procedures and record incidents accurately.
• Willingness to learn and contribute to continuous improvement.

Required skills

• Experience with JIRA Service Desk ticketing system.
• Proficiency in Microsoft Teams and Windows operating systems.
• Basic hardware and software troubleshooting.
• Familiarity with scripting or automation concepts.
• Understanding of cybersecurity best practices.

What we offer

• Flexible work options and on‑site perks.
• Generous employee discounts.
• Opportunity to work for a global fashion brand.