Technical Support Specialist
4 days ago
1st Line Support Engineer Job Description
This role is for an individual who will serve as the initial point of contact for IT support within our organisation. The successful candidate will provide effective and efficient technical support to end-users, resolving basic issues and escalating more complex problems as necessary.
Key Responsibilities:
- Respond to incoming support requests via our ticketing system.
- Provide first-level troubleshooting and support for hardware, software, and network issues.
- Assist users with common IT problems, including login issues, software installations, and application usage.
- Document all support interactions accurately in our ticketing system.
- Escalate unresolved issues to the second line support team promptly.
- Maintain an organised and efficient workspace and helpdesk environment.
- Contribute to the knowledge base by documenting solutions and troubleshooting steps.
- Perform routine maintenance tasks, such as password resets and system updates.
- Provide excellent customer service and support to ensure a positive user experience.
Requirements:
- Skills:
- Excellent problem-solving abilities and attention to detail.
- Strong interpersonal skills and the ability to work well in a team.
- Ability to manage multiple tasks and prioritise effectively.
- Experience:
- Previous experience in a technical support or helpdesk role is preferred.
- Basic understanding of operating systems (Windows, macOS) and common applications (Microsoft Office, etc.).
- Familiarity with networking concepts (TCP/IP, DHCP, etc.) is a plus.
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