L1 Service Desk Technician - Smart City

At Incubly, we support tech companies and startups (scaleups) in rapidly scaling up their teams and boosting product development, testing, and deployment.

• Customer-oriented approach with strong service focus.
• General technical knowledge with familiarity in Microsoft applications.
• Basic knowledge of Microsoft Windows operating systems.
• Strong written and verbal communication skills.
• Ability to clearly explain technical issues to varying technical audiences.
• Good analytical and problem-solving skills following established processes.
• Technical mindset with willingness to develop technical skills.
• Quick learner of standard and bespoke software.
• Understand operational requirements and translate them into support actions.
• Approximately 1 year of Service Desk or Customer Support experience preferred.
• Knowledge of ITIL principles is an advantage.
• Good command of English, both written and spoken.

• Monitor Service Desk queue; log and manage incidents and service requests from various channels.
• Take ownership of assigned incidents and meet SLA commitments.
• Keep customers and colleagues informed about support case progress.
• Contact third-party suppliers and support teams for incident logging and assistance.
• Perform remote diagnostics, system checks, and basic fixes.
• Troubleshoot, diagnose, and resolve technical issues or escalate appropriately.
• Update tickets regularly and maintain ITSM tool accuracy.
• Perform system administration tasks and proactive daily system checks.
• Support internal back-office systems, including mobile payment solutions.
• Generate and assist with customer and internal reports; manage users and passwords.
• Create and maintain technical documentation for Knowledge Management.
• Assist with implementation and support project activities.
• Build strong relationships with customers, partners, suppliers, and colleagues.
• Provide remote support between 05:30 and 23:30, Monday to Sunday.
• Identify and report software bugs to contribute to product improvements.
• Recommend system and process changes to improve support quality and efficiency.
• Provide technical support to Sales, Projects, Engineering, and Field Services departments.