IT Service/Helpdesk Support Engineer | East | Shift | Up to 3200

Responsibilities:

• Provide first-line technical support and issue resolution through phone and email channels, ensuring First Call Resolution (FCR) where possible.
  
  
• Respond to incoming calls and emails promptly, adhering to response time targets and service level agreements (SLAs).
  
  
• Perform initial troubleshooting for all reported incidents and escalate unresolved issues to second-level support teams according to established procedures.
  
  
• Maintain case ownership by following up on open incidents until resolution, ensuring accurate and complete documentation of all relevant details.
  
  
• Keep users informed with timely updates on the status of their requests and incidents.
  
  
• Classify and prioritize incoming incidents based on urgency and impact.
  
  
• Monitor and track incident progress, ensuring all actions and status updates are communicated appropriately.
  
  
• Manage customer expectations professionally and escalate unusual call volumes or recurring issues to the Team Lead for further action.
  
  

Requirements:

• Minimum Diploma in Information Technology or a related field.
  
  
• Min 1 year of experience in end-user support / desktop support, or technical service desk roles.
  
  
• Good working knowledge of Windows operating systems, Active Directory account administration, Microsoft Outlook, and mobile device support.
  
  
• Strong communication, customer service, and problem-solving skills.
  
  
• Ability to work effectively both independently and as part of a team.