1st Line Support Engineer Job Description Template
Our company is looking for a 1st Line Support Engineer to join our team.
Responsibilities:
- Have the ability to understand and know the client’s values and visions;
- Escalate support incidents to 2nd and 3rd Line Engineers within any agreed timescales to meet SLAs;
- Pro-actively communicate issues with the client and team members;
- Document systems and procedures for and on behalf of our clients;
- To assist the team with the administration of the network and the services it provides so that an agreed level of performance is maintained;
- To manage calls according to the agreed process, escalating as appropriate;
- Assist in maintaining Internet service and telephone systems;
- To set-up college staff on all technical supplied resources;
- To provide 1st line technical support; answering support queries via phone and email;
- To co-ordinate the team activities to ensure easy and efficient service is maintained;
- To understand and confidently interact with suppliers for core products;
- Remotely diagnose and rectify faults;
- Perform troubleshooting to diagnose and resolve problems;
- To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress;
- Set up workstations with computers and necessary peripheral devices (routers, printers etc).
Requirements:
- Active Directory;
- Basic networking experience;
- Familiar with IT Glue;
- At least 1 years’ experience in an IT support/1st Line support position;
- Basic knowledge of ITIL;
- Good time management and prioritisation skills;
- Keen to learn;
- Windows Server 2008/2012;
- Excellent understanding of networking fundamentals;
- Highly organised and focused in delivering a fast and high-quality support service;
- Good written and verbal communication skills;
- Knowledge of patch management desirable;
- Any knowledge and experience of Windows Servers 2008/2012/2016 would be highly desirable but is not essential as training will be provided;
- Group Polices;
- Experience with printer management.