About the role

As a 1st Line Support Engineer, you’ll be the first point of contact for customers, providing technical assistance and support. Your role is crucial in ensuring that all IT-related issues are resolved quickly and efficiently to keep our customers’ operations running smoothly.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat.

• Diagnose and troubleshoot hardware, software, and network issues.

• Log and prioritise support tickets in the IT Service Management system.

• Escalate complex issues to 2nd and 3rd Line Support when necessary.

• Provide clear, professional communication to customers throughout the resolution process.

• Assist with basic IT system setup and configuration tasks.

• Maintain accurate and up-to-date documentation of issues and solutions.

Skills and Experience Required:

• Previous experience in an IT support or customer service role (preferred).

• Strong understanding of Windows, macOS, and/or Linux operating systems.

• Basic knowledge of networking concepts (DNS, DHCP, IP addressing).

• Familiarity with IT hardware (PCs, laptops, printers).

• Excellent problem-solving and multitasking abilities.

• Outstanding communication and interpersonal skills.

• IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.

For more information or to apply, click Apply Now and a member of our team will be in touch.