L1 Engineer / Tier 1 IT Support Engineer

SUMMARY:

POSITION INFO:
Job Requirements:

• Appropriate IT Diploma and or Qualification including A+, N+ qualification, Microsoft 365 Fundamentals
• Available Immediately
• Own Transport
• A minimum of 3 years’ experience in IT with a solid background in IT support
• Strong IT background (technical & future trends)
• Information Technology, including all technical infrastructure, bare servers and networking, systems, processes, desktop
• security, desktop, remote, cloud computing, hosting, web services, hardware, software, and multiple devices (e.g., PCs, Macs, mobile devices).
• Technical troubleshooting and problem resolution
• Customer Experience
• Customer Relationship Management
• Execution & Results Orientation
• Relationship Management & Conflict Resolution
• Networking
• Learning Agility
• Management Information & Reporting
• Attention to detail
• Solution orientation / Problem Solving
• Process orientation

• Tier 1 IT Support Engineer is responsible for providing first-level support to end-users and resolving common IT issues.
• Troubleshooting: They diagnose and resolve basic IT issues, such as software glitches, hardware problems, and network connectivity problems.
• User Support: They provide assistance to users with their computers, software, and hardware.
• Incident Management: They manage and track IT incidents, ensuring they are logged and addressed promptly.
• Problem Resolution: They aim to quickly and efficiently resolve user issues, often through guided troubleshooting steps or by providing clear instructions.
• Escalation: If a problem cannot be resolved at Tier 1, they escalate it to higher-level support for further assistance.
• Knowledge Base: They may utilize a knowledge base or online resources to find solutions to common issues, according to CompTIA