1st Line Support Engineer

at  Senseco Systems Limited

In this role you will be the initial point of contact for IT support within the organisation. This role involves providing effective and efficient technical support to end-users, resolving basic issues, and escalating more complex problems to the second line support team as necessary.

SKILLS:

• Excellent problem-solving abilities and attention to detail.
• Strong interpersonal skills and the ability to work well in a team.
• Ability to manage multiple tasks and prioritize effectively.
• Basic knowledge of ITIL processes and practices is an advantage.

EXPERIENCE:

• Previous experience in a technical support or helpdesk role is preferred.
• Basic understanding of operating systems (Windows, macOS) and common applications (Microsoft Office, etc.).
• Familiarity with networking concepts (TCP/IP, DHCP, etc.) is a plus.
• Strong communication skills and a customer-oriented attitude.

• Respond to incoming support requests via phone, email, or ticketing system.
• Provide first-level troubleshooting and support for hardware, software, and network issues.
• Assist users with common IT problems, including login issues, software installations, and application usage.
• Document all support interactions accurately in the ticketing system.
• Escalate unresolved issues to the second line support team promptly.
• Maintain an organized and efficient workspace and helpdesk environment.
• Contribute to the knowledge base by documenting solutions and troubleshooting steps.
• Perform routine maintenance tasks, such as password resets and system updates.
• Provide excellent customer service and support to ensure a positive user experience.