IT Support Engineer

IT Support Engineer (1st/2nd Line)

Our Client is seeking a skilled and enthusiastic IT Support Engineer (1st/2nd Line) to join our IT support team. The IT Support Engineer will be responsible for providing first and second line technical support to end-users, resolving hardware and software issues, and ensuring the smooth operation of our IT systems.

Responsibilities:

• Provide first and second line technical support to end-users via phone, email, and in-person.
• Diagnose and resolve hardware and software issues, including desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain operating systems, applications, and software updates.
• Assist with network and connectivity issues, ensuring stable and reliable access for users.
• Manage user accounts and permissions, maintaining security protocols and data integrity.
• Document support requests, solutions, and processes in the ticketing system.
• Escalate complex issues to higher-level support or specialised teams as necessary.
• Assist in IT projects, including hardware upgrades, migrations, and deployments.
• Provide user training and support for IT systems and applications.
• Stay updated on emerging technologies and industry best practices to provide high-quality support.

Requirements:

• Proven experience in a 1st/2nd line IT support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with troubleshooting hardware and software issues.
• Familiarity with network technologies and protocols (e.g., TCP/IP, DNS, DHCP).
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Customer-focused attitude with a commitment to providing high-quality support.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.

If you are interested in this role and would like to understand more then please click apply.