Job Description
Level 1 Support Engineer Responsibilities: - Manage all Incidents and service requests within SLA - Log Incidents and Requests accurately in the PSA Tool (Autotask) - Resolve technical problems with software applications or network systems - Record all actions, updates and time in a clear and concise way in Autotask - Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards - Escalate incidents to higher level when unable to resolve - Create new/update existing Knowledge Articles within the documentation platform ITGlue - Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk - Always consider the experience of the end user and strive to make every contact with the Service Desk a positive experience in as far possible - Must be a self-starter capable of working on one's own initiative Requirements: - 2+ years in a similar role - Excellent Trouble Shooting skills and must be able to demonstrate by way of example - Fluent in English and excellent written, and verbal communication skills with attention to detail - Able to think through, communicate and present information effectively to all levels within the organization - A flexible, can-do attitude - IT qualification Diploma/Degree - Microsoft Certifications are desirable but not essential Technical Skills : - Active Directory Administration - Office 365 Administration - Excellent Desktop skills Skills: Service Desk Engineer