Level 1 Technical Engineer

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 helpdesk 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 timesheets 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