Nextgen Tech Jobs
DK Recruitment
1st Line Support Engineer
We are a dynamic organization dedicated to providing top-notch IT support and exceptional customer service. By leveraging advanced tools and technologies, we ensure seamless IT operations for our clients and teams. We are seeking a proactive 1st Line Support Engineer to join our team and be the first point of contact for resolving technical issues efficiently and professionally.
Role Overview
As a 1st Line Support Engineer, you will provide initial support for IT-related issues, ensuring prompt resolution or escalation where necessary. This role requires excellent problem-solving skills, strong communication abilities, and a customer-focused mindset.
Key Responsibilities:
- Act as the first point of contact for technical support, logging and prioritizing support requests.
- Diagnose and resolve hardware, software, and network issues, escalating more complex problems as needed.
- Provide guidance and troubleshooting support to end-users via phone, email, or remote access.
- Ensure timely and accurate documentation of all support interactions and resolutions in the ticketing system.
- Assist in the setup, configuration, and maintenance of IT equipment, including desktops, laptops, and peripherals.
- Monitor system performance and report recurring issues to the 2nd Line Support or IT Manager.
- Maintain a high standard of customer service, ensuring users are kept informed throughout the resolution process.
- Stay updated on new technologies and tools to improve support capabilities.
Requirements:
- Previous experience in an IT support or helpdesk role is advantageous.
- Basic knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common IT systems.
- Strong troubleshooting and problem-solving skills, with attention to detail.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work effectively under pressure and manage multiple tasks simultaneously.
- Familiarity with ticketing systems and remote support tools is desirable.
- Relevant certifications such as CompTIA A+ or ITIL Foundation are a plus.
- A proactive and customer-focused attitude with a willingness to learn and adapt.
What We Offer:
- Competitive salary and benefits package.
- Opportunities to grow within the IT support field in a supportive environment.
- Access to training and development programs to enhance your technical skills.
- A workplace culture that values teamwork, innovation, and professional growth.
Application Process:
If you are a motivated 1st Line Support Engineer with a passion for IT and delivering exceptional service, we encourage you to apply. Join our team and help us maintain seamless IT operations for our users.
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