Technical Support Engineer, Level

As a Technical Support Engineer - Level 1 you would be responsible for identifying, resolving, documenting and tracking all client inquiries. Delivering top-notch cutomer care through phone, remote access support and in person. Performing seamless software installations and providing comprehensive user training.

The desired candidate will have experience with the following technologies:

• Working knowledge of Microsoft products, in particular:
• Active Directory / Office365
• Strong Windows experience
• Solid experience with both Hardware and Software
• Ticketing experience essential - This role would cater for up to 30 tickets per day
• Collaborate with cross-functional teams to ensure smooth operation of desktop systems and applications.
• Deploy and maintain desktop hardware and software, including operating system upgrades and patches.
• Document and update technical procedures and knowledge base articles
• A strong work ethic and passion for continuous career growth.
• Strong interpersonal skills and ability to communicate with users on all levels.
• Ability to work on own initiative and as part of a team.

In order to be successful in the position you will need:

• Minimum of 1-2 years of proven experience in a similar role, with a strong background in desktop support and troubleshooting.
• Proficiency in Windows 10 & 11 support, Office 365 and Outlook support.
• Proficiency and general understanding of LANs / WANs / Firewalls.
• Experience with SCCM, Group Policy, and Active Directory.
• Strong understanding of Windows OS security principles.
• Experience in Level 1 / 2 support for internal customers.
• Proficiency in PC / laptop / voice troubleshooting and imaging.
• Knowledge / understanding of VMware and virtualisation.
• ITIL certification and GDPR awareness desirable.
• Basic understanding of security, encryption, compression, cloud computing, and file systems.
• Proven ability to work in a team in a fast-paced environment.
• Process-driven approach to tasks and responsibilities.