IT Support Engineer (1st /2nd line) Job Description Template
Our company is looking for a IT Support Engineer (1st /2nd line) to join our team.
Responsibilities:
- Review of IT Service Level Agreements (SLAs);
- Microsoft Windows Server and Apple iOS installation, configuration, troubleshooting and maintenance;
- Accurate record keeping; tickets, timesheets and work carried out via internal CSM;
- Arrange and repair (where required) equipment under the terms of the warranty agreement on specific hardware;
- Training new users, predominantly on SOS Connect;
- Produce formal damage reports as per the damage report process;
- Working on projects assigned to you, as and when required;
- Promoting health relationships with our customers by providing high standard of service;
- Company website content management;
- Continuous update of IT documentation;
- Reviewing user and ticket history;
- Carrying out in-house IT support;
- Applying security best practices, maintaining PCI DSS compliance;
- 1st port of call for all IT Support enquiries for business of 60 users. 2nd line on certain areas;
- Effective and proactive escalate issues as and when required.
Requirements:
- VOIP support;
- Active Directory;
- Windows;
- AV support for meeting rooms;
- SharePoint desirable;
- Printer installation & support.