Level 1 Technical Engineer

In this Level 1 Technical Engineer position you will be responsible for providing technical assistance across all clients in our Managed Services Department.    

Duties Include:  

• Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues      
• Logging calls (tickets) and keeping records of customer queries.      
• Analysing call logs so you can spot common trends and underlying problems.      
• Updating help desk documentation so that support information is available and current for each customer.      
• Testing and fixing faulty equipment      
• PC builds and installations.      
• Execute any activities assigned      
• Monitor and control any activities assigned      
• Communicate activities updates to Service Delivery Manager and fellow Managed Services team members (& Project Team members when applicable)      
• Complete time sheets daily      

Skills Required:    

• An ability to communicate verbally and via email with all customers in simple and understanding manner      
• An understanding of the business impact of ICT Systems and devices      
• An ability to follow through and close out all issues to customers satisfaction    
• An ability to assess each users IT knowledge levels      
• Being able to work under pressure      
• An ability to think logically      
• Good analytical and problem-solving skills      
• Good interpersonal and customer care skills      
• Good accurate records keeping      
• Willingness to learn in a fast paced environment      
• Professional and flexible attitude 

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