As a Level 1 IT Support Engineer you will be responsible for providing technical support to our clients and their staff. You will be the first point of contact for IT related issues ranging from hardware and software problems to network troubleshooting.

Your primary goal will be to ensure that all technical inquiries and concerns are resolved efficiently and effectively, either by providing direct assistance or by escalating issues to the appropriate individual or team.

You will be provided with all the tools you need, as well as ongoing experience and training so that your career doesn’t stop developing the day you are hired.

Roles and Responsibilities

These are the roles and tasks that you are likely to encounter as a Level 1 support technician:

Help Desk Support: Provide timely and professional technical support via phone, email, or in-person.

Troubleshooting: Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, servers, mobile devices, and other peripherals.

Documentation: Maintain accurate records of all technical inquiries, incidents, and resolutions in the ticketing system.

Escalation: Escalate complex issues as necessary, ensuring prompt resolution.

User Training: Assist users with basic IT-related tasks and provide guidance on best practices for hardware and software usage.

Software Installation and Configuration: Install, configure, and update standard software applications according to company policies and procedures.

Hardware Maintenance: Perform basic hardware repairs, upgrades, and replacements as needed.

System Monitoring: Monitor systems for performance issues, security vulnerabilities, and potential risks, and take appropriate action to mitigate them.

Collaboration: Collaborate with other IT team members to troubleshoot complex technical issues and implement solutions.

Compliance: Ensure compliance with IT policies, procedures, and security standards.

Performance Indicators

Customer Feedback: Positive feedback regarding your professionalism, communication skills, and ability to resolve issues will be indicative of your effectiveness in providing excellent customer service.

Problem Resolution: Your ability to quickly and effectively resolve technical issues is the core of this role.

Quality of Documentation: Thorough and accurate documentation of technical inquiries, incidents, and resolutions is essential.

Team Dynamic: How well you collaborate with your colleagues, your willingness to assist others, and your overall fit within the team culture will be assessed periodically.

Eagerness to Learn: Your eagerness to expand your knowledge, acquire new skills, and take on challenges beyond your current scope of responsibilities will be a key performance indicator.

Previous Experience

Experience with at least some of the following items will be expected, the more the better:

• IT helpdesk technician
• Windows Desktop Operating Systems
• Active Directory and Windows Servers
• Microsoft 365 Support highly desirable
• Apple experience highly desirable
• Building / repairing PC hardware and servers
• Basic networking eg. routers, switches, and WiFi access points

Personal Characteristics:

• Problem solving mindset
• Eagerness to learn new things
• Good time management skills
• Having an excellent phone manner and patience
• Customer service skills and experience
• Ability to work individually and in a team environment