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Job Description
The First Line support engineer is responsible for assisting the IT team in delivering a first-class support service to the end-users by resolving issues in person, over the phone, or via remote connectivity. The role has a variety of tasks and requires a real team player who has the ability to manage his/her time efficiently and prioritize or escalate technical issues to ensure a prompt closure.
- Troubleshoot and resolve first-line support issues in a timely and effective manner.
- Take ownership of support issues, be proactive and seek closure ensuring all relevant support procedures are followed.
- Log all communication on the ticketing system and maintain full documentation.
- Escalation of more complex calls to the relevant support team member.
- Perform any other reasonable duties consistent with the role as required.
- Manage and track inventory including organizational IT assets & devices.
- Unboxing, Testing, Labeling, and Installation of new devices (computers. Laptops, scanners, network printers, etc) in line with defined procedures.
- Maintain a log of any software or hardware problems detected.
- Arrange for external technical support where problems cannot be resolved in-house.
Job Requirements
- B.Sc., Computer Science or Electronics & Communication Engineering.
- 3+ Years of experience in the same role.
- Relevant 1st line / Helpdesk support experience
- Strong knowledge of Microsoft based operating systems
- Linux knowledge is a plus
- A good understanding of networking & routing
- Good Knowledge about Domain Controller "AD, DNS, DHCP,...etc".
- Good Knowledge about Networking "IP, Subnet, Switches Topology,...etc".
- Good Knowledge of troubleshooting and operating computer equipment.
- Good knowledge of Cisco, Dell, and networking (Managed and unmanaged switches).
- Preferred certificates: CCNA, MCSA, and ITIL is a plus.
