IT Support Engineer (1st/2nd Line)
Our Client is seeking a skilled and enthusiastic IT Support Engineer (1st/2nd Line) to join our IT support team. The IT Support Engineer will be responsible for providing first and second line technical support to end-users, resolving hardware and software issues, and ensuring the smooth operation of our IT systems.
Responsibilities:
- Provide first and second line technical support to end-users via phone, email, and in-person.
- Diagnose and resolve hardware and software issues, including desktops, laptops, printers, and mobile devices.
- Install, configure, and maintain operating systems, applications, and software updates.
- Assist with network and connectivity issues, ensuring stable and reliable access for users.
- Manage user accounts and permissions, maintaining security protocols and data integrity.
- Document support requests, solutions, and processes in the ticketing system.
- Escalate complex issues to higher-level support or specialised teams as necessary.
- Assist in IT projects, including hardware upgrades, migrations, and deployments.
- Provide user training and support for IT systems and applications.
- Stay updated on emerging technologies and industry best practices to provide high-quality support.
Requirements:
- Proven experience in a 1st/2nd line IT support role.
- Strong knowledge of Windows and macOS operating systems.
- Experience with troubleshooting hardware and software issues.
- Familiarity with network technologies and protocols (e.g., TCP/IP, DNS, DHCP).
- Excellent problem-solving and communication skills.
- Ability to work independently and as part of a team.
- Customer-focused attitude with a commitment to providing high-quality support.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.
If you are interested in this role and would like to understand more then please click apply.