Job Summary: As a 1st Line Engineer, you will be responsible for providing technical support to clients and customers by identifying, troubleshooting and resolving technical issues. You will work as part of a team, interacting with various departments and individuals to ensure that issues are resolved efficiently and effectively.
Provide technical support to clients and customers via phone, email or in person.
Identify, troubleshoot and resolve technical issues within agreed service level agreements (SLAs)
Log all customer interactions and technical issues in a helpdesk system.
Escalate unresolved technical issues to 2nd or 3rd line support teams as necessary.
Monitor and maintain computer systems, networks and applications to ensure that they are operating correctly and efficiently
Install and configure hardware and software for clients and customers.
Conduct remote and onsite support for customers.
Liaise with third-party suppliers to resolve technical issues that cannot be resolved in-house.
Follow standard operating procedures and provide feedback on any improvements that can be made to the support process.
Participate in training sessions to keep up to date with new technologies and techniques
Qualifications and Requirements:
Excellent communication and interpersonal skills
Strong problem-solving and troubleshooting skills
Good understanding of computer hardware, software and networks
Familiarity with operating systems, such as Windows and macOS
A customer-focused approach and a commitment to providing excellent service
As a 1st Line Engineer, you will be the first point of contact for clients and customers, and therefore, you will need to have excellent communication and customer service skills. You will also need to be able to work well under pressure and within tight deadlines, as you will be responsible for resolving technical issues within agreed SLAs. If you are a proactive individual with a passion for technology and a commitment to providing excellent service, then we want to hear from you!