Level 1 Service Desk Engineer - Good English

• Engage vendors to investigate and resolve issues
• Maintain accurate records of work performed in the ticketing system, including resolution notes
• Monitor ticket queues and follow up with users and third parties
• Handle incoming phone calls, emails and tickets
• Perform initial triage to understand the support query and set the appropriate category and priority in the ticket
• Escalate to Level 2 engineers when required
• Update work documentation as required
• Close support tickets when an incident is resolved, or request is fulfilled
• Perform troubleshooting where required, including talking to the customer if more information is required
• Raise support tickets where necessary

• Immediately advise your manager of any issues impacting a customer’s business• Perform additional tasks as requested by your manager, other managers or directors of the business

• Use monitoring tools to proactively monitor customer infrastructure and respond to alerts in a timely manner

Skills/Experience (Required):

• Office 365 (User management, Exchange, Entra)
• Windows Desktop troubleshooting
• Active Directory Management
• Migrating users from existing to new PCs
• Strong Windows OS knowledge
• Network fundamentals, including ability to troubleshoot WAN/LAN issues

• Exceptional customer service
• Exceptional phone manner
• Troubleshooting hardware issues
• Ability to manage customer expectations
• Strong communication skills

Skills/Experience (Preferred):
• Network monitoring tools
• Has worked for an MSP
• CrowdStrike
• Has worked in an IT Service Desk
• Webex
• Webroot
• Autotask PSA
• Datto RMM
• IT Glue
• Experience in IT Support for the Automotive Industry
• MailGuard

Laptop, Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2025-08-17 14:45:02