Support Engineer

Job Description:

Provide Level 1 technical support to users via phone, email, and remote support tools, ensuring issues are resolved efficiently and professionally. Log, manage, and escalate support tickets where required while delivering a high standard of customer service. Assist with troubleshooting Windows, Microsoft 365, hardware, software, and basic network-related issues.

Skills & Experience:

• Strong customer service and communication skills
• Excellent written and spoken English
• Solid understanding of Windows operating systems
• Basic knowledge of Microsoft 365 applications and services
• Ability to diagnose and troubleshoot common IT issues
• Exposure to ticketing systems (e.g. ServiceNow, Freshservice, Zendesk, Jira Service Management)
• Experience using remote support tools is advantageous
• Strong problem-solving skills and attention to detail
• Ability to work effectively in a fast-paced support environment
• Relevant IT qualification, certification, or equivalent experience preferred

Qualification:

• CompTIA A+ Certification
• CompTIA Network+ Certification
• Relevant IT Diploma, Degree, or equivalent technical qualification advantageous
• Microsoft certifications beneficial
• Exposure to Active Directory and user account administration
• Basic networking knowledge (DNS, DHCP, TCP/IP)
• Experience supporting desktop, laptop, and mobile devices
• Previous experience in an IT helpdesk or service desk environment

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