Technical Support Officer – Level 1

We are seeking a motivated and customer-focused Level 1 Technical Support Officer to join our BPO team. In this role, you will provide first-line technical assistance to end users on behalf of our clients, ensuring prompt resolution of common IT issues and a high standard of customer service.

As a Level 1 support officer, you will be responsible for handling routine technical enquiries, troubleshooting basic hardware and software problems, and escalating more complex issues to higher-level support when necessary. This is a great opportunity for someone looking to build their career in IT support while working in a fast-paced, client-oriented environment.

Why Work With Ryoss?

We believe great people deserve great support, on and off the clock. When you join Ryoss, you get more than just a job. You get:

• Career Growth Support: Scholarships, mentorships, personalised career planning, and free access to our online learning hub. We even co-fund training with our clients.
• Well-Being First : Gym or wellness allowance, mental health support, comprehensive medical cover (with family options), and a range of insurances to protect your future.
• Lifestyle Perks: Monthly Grab card for transport and dining, home internet backup, entertainment discounts, birthday gifts, and wellness reimbursements.
• Flexible, Supportive Culture: Wellness leave and a positive environment where your growth and happiness actually matter.

We work hard to create a culture that feels like family, supportive, respectful, and fun. You’ll work with great clients, do meaningful work, and be part of a team that’s here for the long haul. At Ryoss, we’re building a workplace that works for real life. Come grow with us.

Key Responsibilities:

• Respond to technical support requests via phone, email, or ticketing systems in a timely and professional manner.
• Troubleshoot and resolve basic IT issues including password resets, software installations, connectivity problems, and printer errors.
• Log, track, and update service requests in the client’s ticketing system, ensuring accurate documentation.
• Escalate unresolved issues to Level 2 or 3 support teams in line with escalation protocols.
• Assist in setting up user accounts, email, access rights, and basic configuration of systems and devices.
• Follow defined processes and scripts to ensure consistency and compliance with client standards.
• Maintain communication with end users regarding issue status and resolution timeframes.
• Support the deployment of updates and patches as directed by client IT teams.
• Identify recurring issues and suggest process improvements or documentation updates.

• Diploma or certificate in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1+ year of experience in a Level 1 IT support or help desk role, preferably in a BPO or service desk environment.
• Basic understanding of computer systems, networks, and common office applications (Windows OS, Microsoft Office, etc.).
• Experience with help desk/ticketing systems such as Zendesk, Freshdesk, or similar.
• Strong problem-solving skills with the ability to follow step-by-step instructions and troubleshoot effectively.
• Excellent written and verbal English communication skills.
• High level of customer service orientation, patience, and professionalism.
• Ability to manage multiple support requests with a calm and solutions-focused approach.
• Willingness to work on a rotating shift schedule, including weekends and holidays, depending on client requirements.