1st Line Technical Support Job Description Template
Our company is looking for a 1st Line Technical Support to join our team.
Responsibilities:
- Familiarity with Windows 10 and Windows Server 2012 and above;
- 1st line helpdesk support;
- Onsite technical support;
- Familiarity with network technologies;
- Carry out daily checks on client monitoring systems;
- Respond to client requests within set response times;
- Record notes of all work carried out on case management system;
- Assist with in-house product and system builds;
- Provide initial remote troubleshooting of problems with services;
- Assist with IT & AV projects;
- Audio and IT system testing;
- Using CRM and Incident management software;
- Proactively escalate issues to appropriate departments;
- Carry out essential housekeeping and admin tasks on client IT services;
- Provide occasional on-site troubleshooting or installation of IT systems and services.
Requirements:
- Remote Connections;
- Visual Basics and C#
- Knowledge of legacy Windows Server Operating Systems (2000, 2003);
- Excellent customer relations and communications skills;
- Basic knowledge of common LAN and WAN network communications protocols (Ethernet 802.3 and 802.11, TCP/IP, NetBIOS, xDSL);
- 1st Line / Support / Service Desk experience with networking / LAN / WAN / Wifi / Windows / Microsoft etc;
- Borland & SQL;
- Office etc;
- Windows 7, 8, 8.1 and 10;
- Ability to work on multiple tasks at any given time;
- Petrol forecourt systems;
- Ability to prioritize and time manage effectively;
- Good working knowledge of Computer Architecture;
- Strong listening skills;
- A genuine interest in the IT industry / IT technologies and working ‘hands on’ within the field.