1st Line IT Engineer

Job Summary

To provide service and support at the highest level. Providing topnotch technical assistance and customer service to our employees and business partners. Your role will involve promptly addressing IT issues across various technologies software and hardware solutions. Youll handle incoming calls assist users through various channels maintain ticket records and ensure timely resolution of issues. Additionally youll contribute to maintaining our internal knowledge base monitor alerts manage user accounts and collaborate with highertier support teams and external vendors when necessary.

Principal Responsibilities

• Respond promptly to user software or hardware issues via phone or email
• Communicating with the end user ensuring the required steps are done to resolve the issue.
• Escalating issues where necessary to senior members of the team
• Updating the ticketing system ensuring queries are logged noted accurately and closed when resolved.
• Liaising with other internal teams when necessary
• Imaging and deployment of new hardware to end users

Accountable for:

• Providing first class service and support to employees
• Ensuring that queries are dealt with in a timely manner

Skills and experience required:

• Prior experience in a 1^stline support environment

• Previous experience supporting Microsoft applications

• Excellent organisation and prioritisation skills that can adapt to changing environments.

• Highest level of customer service

• Good problem solving skills

• The ability to analyse data to make data driven decisions

• Confident telephone manner and excellent verbal and written skills
• Be able to maintain calm under pressure