The title of this position is L1 Technical Support Engineer.
Purpose
Provides first line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement.
Work Overview
• First response for desktop and cabling issues.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Works with servers and telephone systems.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are accurately logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Troubleshoots independently aiming for first time resolution every time, knowing when to escalate when required to ensure consistent work velocity.
• Provides detailed information on steps taken on all escalations.
Hierarchy
Reports To: Help Desk Manager.
Direct Reports: Operations Manager
Internal Relationships: Help Desk Manager, Administrative Assistant, Project Manager.
External Relationships: Customers, Service Providers, Technology Vendors.
Requirements
Prerequisites
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Excellent problem-solving and communication skills.
• Hands on experience with Windows 7 through 10, Windows Server and Mac operating systems.
• Knowledge of network security practices.
• Ability to provide step-by-step technical help, both written and verbal.
• Must be confident and socially adept.
• experience with Microsoft Office Suite
• Installation and removal of software via local admin account.
• Configuration of e-mail and migration of e-mails with Outlook.
• Must be a fast and pro-active self-leaner.
• Must have a positive and helpful attitude towards other colleagues and work in general.
• Must be able to handle pressure from time to time and always meet deadlines.
• Ability to travel and work after hours when necessary.
• Must have excellent time management, prioritisation, scheduling and organisation skills.
• Hold a valid UAE Driving License
• Degree in Electronic and Computer Engineering or Computer Science.
Desirable
• Additional certification in Microsoft, Linux, Fortinet, Cisco or similar technologies is a plus.