As a 1st Line Support Engineer, you’ll be the first point of contact for customers, providing technical assistance and support. Your role is crucial in ensuring that all IT-related issues are resolved quickly and efficiently to keep our customers’ operations running smoothly.
Key Responsibilities:
1. Respond to customer inquiries via phone, email, and chat.
2. Diagnose and troubleshoot hardware, software, and network issues.
3. Log and prioritise support tickets in the IT Service Management system.
4. Escalate complex issues to 2nd and 3rd Line Support when necessary.
5. Provide clear, professional communication to customers throughout the resolution process.
6. Assist with basic IT system setup and configuration tasks.
7. Maintain accurate and up-to-date documentation of issues and solutions.
Skills and Experience Required:
1. Previous experience in an IT support or customer service role (preferred).
2. Strong understanding of Windows, macOS, and/or Linux operating systems.
3. Basic knowledge of networking concepts (DNS, DHCP, IP addressing).
4. Familiarity with IT hardware (PCs, laptops, printers).
5. Excellent problem-solving and multitasking abilities.
6. Outstanding communication and interpersonal skills.
7. IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
For more information or to apply, click Apply Now and a member of our team will be in touch.
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