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.
- Focused on the end-user of IT services, ensures that they have access to the appropriate services to support the business functions, while meeting adequate End-User satisfaction levels.
- 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
Role Overview
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.
Key Responsibilities
- 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 firsttime 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.
- 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.
- 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.
- 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.
- 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 standups or sync meetings to review priorities and escalations.
Technical Skills
Required Skills & Competencies
- 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.
Soft Skills
- Strong communication and customerservice mindset.
- Ability to follow procedures, checklists, and structured workflows.
- Problemsolving mindset and attention to detail.
- Proactive approach monitoring, documenting, and identifying root causes.
Success Indicators
A successful L1 Agent will demonstrate:
- High firstcontact 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.
Gutor is an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
