1st Line Support Engineer

at  Digital Waffle

LOCATION: TAMWORTH/NE BIRMINGHAM

My client, who is a big name in the Sporting world, is looking for a 1st/2nd Line IT Support Engineer, to join a really solid team, providing essential IT support to both internal and external stakeholders. You will be the first point of contact for all issues relating to IT, escalating more complex issues up to 3rd line, and working on the Microsoft stack.

ESSENTIAL SKILLS:

• Technical proficiency: Strong understanding of Microsoft 365, Windows, macOS, and networking concepts.
• Problem-solving: Excellent troubleshooting and problem-solving skills to identify and resolve technical issues efficiently.
• Customer service: Strong communication and interpersonal skills to effectively interact with end-users and provide exceptional support.
• Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities.
• Driving License is essential.

DESIRABLE SKILLS:

• Certifications: Cloud certifications (e.g., Azure, Microsoft 365), networking certifications (e.g., CCNA), or ITIL Foundation.
• Scripting: Basic scripting skills (e.g., PowerShell) for automation and efficiency.

KEY RESPONSIBILITIES:

• Provide comprehensive technical support: Troubleshoot and resolve hardware, software, and network issues, ensuring minimal downtime and maximising user productivity.
• Manage support tickets: Efficiently log, manage, and track support tickets, ensuring timely resolution and customer satisfaction.
• Maintain IT assets: Update asset records, manage inventory, and ensure proper configuration and maintenance of IT equipment.
• Escalate issues: Identify and escalate complex issues to higher-level support teams for resolution.
• System maintenance: Perform routine maintenance tasks, including software updates, backups, and security checks.