Level 1 / 2 Support Engineer (Start Asap)

Vor 7 Tagen

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We are seeking a customer-obsessed and technically skilled Level 1 / 2 IT Support Technician to join our busy service desk. In this role, you will be a primary point of contact for our diverse portfolio of clients, providing outstanding remote and occasional on-site support. This position is a perfect blend of frontline customer service (Level 1) and hands‑on technical troubleshooting (Level 2). You are the ideal candidate if you love solving a wide variety of problems, enjoy learning new technologies, and excel at communicating with users of all technical skill levels. Key Responsibilities Frontline Support – Serve as the first point of contact for all incoming IT support requests via phone, email, and our ticketing system. Triage & Ticketing – Accurately assess, prioritise, and categorise support tickets while meticulously documenting all activities, troubleshooting steps, and resolutions in our Professional Services Automation (PSA) tool. Level 1 Troubleshooting – Provide rapid support for common issues, including password resets, printer problems, software installation, and basic connectivity. Level 2 Troubleshooting – Diagnose and resolve more complex technical issues related to:Workstations – Windows and macOS environments Microsoft 365 – User/mailbox administration (Active Directory/Azure AD), Exchange Online, SharePoint, and Teams. Networking – Basic connectivity issues (Wi‑Fi, VPN, DNS, DHCP). Security – Virus/malware removal, multi‑factor authentication (MFA) setup, and phishing incident response. User & Device Management – Set up and configure new user accounts, workstations, laptops, and mobile devices according to client standards. Proactive Maintenance – Utilize our Remote Monitoring and Management (RMM) tool to deploy patches, run scripts, and proactively address system alerts. Escalation – Clearly document and escalade complex issues (Level 3) to senior engineers or vendor support, ensuring a warm handoff. On‑Site Support – Perform occasional on‑site visits for hardware deployments, network troubleshooting, or issues not resolvable remotely. Why Join Us? Career Growth – We invest in our team, providing clear paths for advancement and supporting professional certifications and continuous learning. Awesome Culture – Join a collaborative, supportive, and fun team that values knowledge‑sharing and teamwork. Technology Exposure – Get to work with a wide array of modern technologies across hundreds of different client environments. You will never be bored. We get a lot of applicants for roles like these, so we know you understand what you are applying for; please ensure to add the line "i'm ready to be awesome" in your CV. #J-18808-Ljbffr

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