Job responsibilities
Identify and resolve hardware, software, and network issues. This often involves using diagnostic tools and software.
Handle more complex issues that Level 1 support cannot resolve and escalate to Level 3 if necessary.
Use remote access tools to troubleshoot and fix issues without needing to be physically present.
Provide support to users experiencing technical difficulties, ensuring minimal disruption to their work.
Offer guidance on best practices and train users on new systems or software.
Install and configure new hardware, including computers, servers, and networking equipment.
Install and configure software applications and ensure they are properly integrated with existing systems.
Set up and configure network devices such as routers, switches, and firewalls.
Create and manage user accounts, ensuring proper access controls and permissions.
Assist users with password resets and account recovery.
Ensure users have the appropriate access to systems and data based on their roles.
Maintain detailed records of all support requests, resolutions, and system changes.
Contribute to and maintain a knowledge base of common issues and solutions.
Keep track of IT assets, including hardware and software licenses.
Implement and enforce security processes and procedures to protect systems and data.
Educate users on security best practices to prevent security breaches.
Conduct training sessions for users on new technologies, software, and systems.
Create and update training materials and user guides.
Provide ongoing support and training to ensure users are comfortable with new systems.
Experience
Minimum 3+ years’ experience of a 1st or 2nd line engineer role or similar providing day-to-day in-person support to users
Experience working with other IT engineers, escalating incidents where appropriate, and coordinating to resolve incidents quickly and efficiently
Experience working within ITSM tools such as Halo, ServiceNow, Manage-Engine, etc
Experience supporting users within O365 stack as well as Apple users
Demonstrated ability to diagnose and resolve technical issues
Experience in providing technical support and excellent customer service.
Skills
Problem-Solving: Strong troubleshooting and analytical skills.
Communication: Excellent verbal and written communication abilities
Technical Proficiency: In-depth knowledge of hardware, software, and networking