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1st Line Support Engineer

About the role

As a 1st Line Support Engineer, youll 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 customersoperations 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.

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