L1 Support site Engineer

Bachelor of Technology/Engineering (Computers)

Nationality

Male

Vacancy

1 Vacancy

Job Description

• Provide technical support to end-users via phone, email, or chat.
• Act as the first point of contact for end-users, skillfully diagnosing and resolving technical issues via phone, email, or in-person.
• Perform hardware and software installations, ensuring that all systems are configured according to company standards.
• Monitor and manage ticketing systems, prioritizing issues based on urgency and impact to minimize downtime.
• Conduct regular system checks and maintenance tasks to prevent potential issues and ensure optimal performance.
• Document all support interactions and resolutions accurately in the knowledge base for future reference and training.
• Collaborate with L2 support teams and other IT departments to escalate unresolved issues efficiently.
• Provide training and support to end-users on new technology and software, enhancing their productivity.
• Ensure compliance with IT security policies and procedures, protecting company data and assets.
• Assist in inventory management by tracking hardware and software assets and reporting discrepancies.
• Stay updated on the latest technology trends and tools to improve support processes and enhance service delivery.
• Troubleshoot and resolve hardware, software, and network issues.
• Document all support activities and resolutions in a ticketing system.
• Escalate complex issues to appropriate support teams.
• Install and configure software and hardware for end-users.
• Collaborate with other support engineers to identify and implement solutions.
• Train end-users on new technologies and software applications.
• Monitor and maintain computer systems and networks.
• Stay up-to-date with industry trends and technologies.
• Provide excellent customer service and ensure customer satisfaction.

Desired Candidate Profile

• Bachelor's degree in computer science or related field.
• 1-3 years of hands-on experience in a technical support role, showcasing familiarity with troubleshooting methodologies.
• Relevant certifications such as CompTIA A+, ITIL, or Microsoft Certified, highlighting proficiency in industry standards.
• Experience in a fast-paced environment, ideally within the tech industry, indicating adaptability and resilience.
• Fluent in English, with additional language skills preferred for effective communication in multinational settings.
• Strong understanding of operating systems (Windows, macOS, Linux) and networking concepts, ensuring technical competence.
• Excellent problem-solving skills and a proactive attitude, crucial for identifying and addressing issues promptly.
• Exceptional interpersonal skills, enabling effective communication and collaboration with users and colleagues.
• Ability to lift and move IT equipment, ensuring physical capability to perform on-site support tasks.
• Attention to detail and ability to prioritize tasks.
• Ability to handle and resolve customer complaints.