Technical Support Engineer

We are looking for a Junior First Line Support Engineer to provide technical support to our customers and internal team. The ideal candidate will be responsible for resolving customer issues, answering support tickets, and providing solutions to technical problems. This position requires excellent communication skills and the ability to work in a fast-paced environment.

Responsibilities

• Register and classify incidents received from users.
• Undertake immediate efforts to restore failed IT services.
• If an ad-hoc solution is not achievable, escalate incidents to 2nd Level Support.
• Process service requests promptly and accurately.
• Keep users informed about the status of their incidents at agreed intervals.
• Respond to customer inquiries via phone, email, or the support ticket system.
• Provide clear and concise information to users about incident resolutions.
• Troubleshoot and resolve technical issues related to hardware, software, and networking equipment.
• Escalate complex issues to higher-level support teams as required.
• Document and maintain customer support tickets, including detailed information on issues and resolutions.
• Document frequent issue resolutions in the form of knowledge base articles for customers and other engineers.
• Provide training and support to customers using IT services.
• Ensure customers are equipped with the necessary knowledge to use IT services effectively.
• Stay up-to-date with the latest technology trends and industry best practices.
• Share knowledge and insights with the team to enhance overall expertise.
• Contribute to the development and improvement of internal support processes.
• Identify areas for enhancement and suggest solutions to streamline support operations.

Requirements

• 1 to 3 years of experience in a first line support role.
• Excellent written and spoken English
• Excellent customer service and communication skills.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently and as part of a team.
• Familiarity with Windows and macOS operating systems.
• Experience working with Microsoft 365 Admin