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First Line IT Support Engineer - 24/7 Support Desk

Pty
1 day ago
Full-time
Remote
Web Development

Introduction

We are looking for a motivated and customer focused First Line IT Support Engineer to join our busy 24/7 IT Support Desk.

You will be the first point of contact for users experiencing technical issues, providing professional and efficient support while ensuring that incidents and requests are properly logged, managed and resolved or escalated where necessary.

This is a great opportunity for someone who enjoys troubleshooting, working with technology and helping people, and who wants to develop their career within a professional managed IT services environment.

Duties & Responsibilities

Key Responsibilities

  • Provide First Line IT Support via telephone, email, chat and remote-support tools.
  • Log, categorise, prioritise and manage support tickets accurately.
  • Troubleshoot and resolve common Windows, Microsoft 365, Outlook, Teams and connectivity issues.
  • Assist users with password resets, account access and basic security-related issues.
  • Perform basic troubleshooting of laptops, desktops, printers, networking and other IT equipment.
  • Monitor alerts and respond to incidents in accordance with established procedures and SLAs.
  • Escalate more complex issues to Second Line or senior engineers when required.
  • Maintain clear and accurate ticket notes and document all work performed.
  • Follow established processes, procedures and escalation paths.
  • Communicate professionally with users and keep them informed of progress.
  • Ensure tickets are followed through to resolution and not simply passed on.
  • Assist with routine maintenance, updates and other IT support tasks.
  • Participate in a 24/7 shift and standby/after-hours support environment as required.

Work collaboratively with other engineers and management to maintain a high standard of service

Desired Experience & Qualification

The ideal candidate will be someone who is:

  • Technically capable and naturally curious
  • Patient and professional when dealing with users
  • A good communicator, both verbally and in writing
  • Comfortable working independently
  • Able to troubleshoot logically rather than simply following a script
  • Reliable, punctual and accountable
  • Organised and able to manage multiple tickets and priorities
  • Comfortable working under pressure
  • Willing to learn and develop their technical skills
  • Comfortable working shifts, including evenings, weekends and public holidays

A team player who understands the importance of communication and handovers

Experience with some or all of the following would be advantageous:

  • Microsoft Windows 10 / 11
  • Microsoft 365
  • Exchange Online / Outlook
  • Microsoft Teams
  • Active Directory / Entra ID
  • Basic networking and TCP/IP troubleshooting
  • DNS and DHCP
  • VPNs
  • Printers and peripheral devices
  • Remote Desktop / remote-support tools
  • Endpoint security / antivirus
  • Basic hardware troubleshooting
  • IT Service Management / ticketing systems

 

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