1st Line Engineer

SUMMARY:
Primary Purpose of Job:
As a first-line IT Engineer, you will be the first point of call for clients. Your job is to assist in the smooth running of the company client’s networks while maintaining prominent levels of customer service.
 
Key Responsibilities:

• Act as the first point of contact for IT support queries via phone, email, and ticketing systems.
• Guide users on best practices and IT policies.
• Maintain a high level of customer service and professionalism.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Escalate complex issues to 2nd or 3rd line support when necessary.
• Assist in setting up and configuring desktops, laptops, printers, and other peripherals.
• Perform routine maintenance and updates on IT systems.
• Support Microsoft 365 applications, Windows OS, and basic networking troubleshooting.
• Maintain accurate records of issues and resolutions in the IT support ticketing system.

• Proven experience in a 1st line IT support role.
• Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.
• Basic understanding of networking principles (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).
• Experience with IT ticketing systems and remote support tools.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, both verbal and written.
• Ability to work independently as well as part of a team.
• Customer-focused mindset with a proactive approach to issue resolution.
• Commitment to continuous learning and staying updated with the latest technology trends.

• Microsoft Fundamentals and Intermediate courses: Azure and 365.
• CompTIA A+, Network+, or Security+.
• Knowledge of macOS environments.
• Experience supporting VoIP systems.

POSITION INFO:
Primary Purpose of Job:
As a first-line IT Engineer, you will be the first point of call for clients. Your job is to assist in the smooth running of the company client’s networks while maintaining prominent levels of customer service.

Key Responsibilities:

• Act as the first point of contact for IT support queries via phone, email, and ticketing systems.
• Guide users on best practices and IT policies.
• Maintain a high level of customer service and professionalism.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Escalate complex issues to 2nd or 3rd line support when necessary.
• Assist in setting up and configuring desktops, laptops, printers, and other peripherals.
• Perform routine maintenance and updates on IT systems.
• Support Microsoft 365 applications, Windows OS, and basic networking troubleshooting.
• Maintain accurate records of issues and resolutions in the IT support ticketing system.

• Proven experience in a 1st line IT support role.
• Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.
• Basic understanding of networking principles (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).
• Experience with IT ticketing systems and remote support tools.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, both verbal and written.
• Ability to work independently as well as part of a team.
• Customer-focused mindset with a proactive approach to issue resolution.
• Commitment to continuous learning and staying updated with the latest technology trends.

• Microsoft Fundamentals and Intermediate courses: Azure and 365.
• CompTIA A+, Network+, or Security+.
• Knowledge of macOS environments.
• Experience supporting VoIP systems.