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Level 1 IT Support

  • Job Ref: 9999
  • Carlow
  • IT

Description

The role of a Level 1 IT Support Engineer is crucial in ensuring that an organisation's information technology systems operate efficiently and effectively. Their responsibilities encompass a range of tasks aimed at providing technical assistance and support to end users. The Level 1 IT Support Engineer plays a pivotal role in maintaining the functionality and reliability of IT systems, contributing to the overall productivity and success of the organisation.
At a high level the aim of the Level 1 IT Support Engineer is to: ? Assist the customer to solve issues quickly and effectively within the SLA. ? Increase customer satisfaction and loyalty – fulfil customer expectations.
Main Responsibilities of a Level 1 IT Support Engineer: 1. User Assistance: • Provide technical support and assistance to end-users who encounter issues with hardware, software, or other IT-related problems. • Respond to inquiries, diagnose problems, and offer solutions to ensure smooth user experiences. • Effectively explain technical information to users of all levels • Support the IT services for the End User environment including building end user devices. • Communicate with customers on a regular basis to ensure they are aware of the status of their issue. 2. Troubleshooting: • Investigate and troubleshoot hardware and software issues reported by users. • Analyse problems, identify root causes, and implement solutions to resolve technical issues promptly. 3. Hardware and Software Maintenance: • Install, configure, and maintain computer systems, hardware, and software. • Perform routine maintenance tasks, updates, and patches to ensure systems are up to date and secure. 4. Network Support: • Assist with network-related issues, including connectivity problems, VPN setups, and network configurations. • Collaborate with network administrators to ensure seamless network operations. 5. Documentation: • Maintain accurate and up-to-date documentation of customer IT systems, configurations, and user guides. • Create documentation for common issues and solutions to facilitate self-service for end-users. • Logging calls (tickets) and keeping records of customer queries. Ensuring correct ticket details – correct account, user, meaningful ticket description, correctly categorised. • Tracks all work with detail and precision within the ticketing system to ensure time is captured accurately and resolution attempts recorded on the ticket, along with any other notes in relation to client communication. 6. Remote Support: • Offer remote support to users who may be working from different locations. • Utilise remote access tools to troubleshoot and resolve issues. 7. Collaboration: • Work closely with other Engineers on the team, partners, suppliers and IT professionals, including system administrators, network engineers, and developers, to address complex issues and implement solutions. 8. Customer Service: • Provide excellent customer service by ensuring timely and effective resolution of IT-related problems. • Maintain a positive and approachable demeanour when interacting with endusers. 9. Continuous Learning: • Stay updated on industry trends, emerging technologies, and best practices. • Engage in continuous learning to enhance skills and adapt to evolving IT landscapes. Execute any activities assigned by Project Managers, Service Desk Co-Ordinator, the client and Management. Communicate activities updates to Service Desk Co-Ordinator and fellow Service Desk team members (& Project Team members when applicable).
Experience Required 1+ years’ experience supporting the Microsoft Windows stack, DNS, DHCP, Active Directory, Exchange in-house and hosted e-mail systems. Extensive knowledge in software, hardware, network, and peripheral support. 1+ years’ experience supporting the IT services for the End User environment including building end user devices. Understanding of the ITIL Framework Having an understanding and experience with Voice over Internet Protocol (VoIP) systems would be advantageous. Full clean driving licence.
Main attributes: Effective IT Support Engineers possess a combination of technical skills, problem-solving abilities, and strong interpersonal qualities. Here are the main attributes essential for success in this role: Technical Proficiency: ? Solid understanding of computer hardware, operating systems, and software applications. ? Knowledge of networking principles, protocols, and troubleshooting. Problem-Solving Skills: ? Ability to analyse and diagnose technical issues efficiently. ? Aptitude for finding creative and effective solutions to IT problems. Customer Service Orientation: ? Strong customer service skills with a focus on meeting end-users' needs. ? Patience and empathy when dealing with users who may have varying levels of technical knowledge. Communication Skills: ? Clear and concise communication, both written and verbal. ? Ability to explain technical concepts to non-technical users. Attention to Detail: ? Thoroughness in identifying and resolving issues. ? Attention to detail when documenting solutions, configurations, and user instructions.
Main attributes continued: Adaptability: ? Readiness to adapt to new technologies and tools. ? Ability to handle a variety of tasks in a dynamic IT environment. Time Management: ? Efficient organisation of tasks and prioritisation of workload. ? Timely response to and resolution of user issues. Team Collaboration: ? Ability to work effectively within a team and collaborate with other IT professionals. ? Willingness to share knowledge and contribute to a positive team dynamic. Remote Support Skills: ? Proficiency in providing remote assistance to users working in different locations. ? Familiarity with remote desktop tools and troubleshooting techniques. Security Awareness: ? Understanding of cybersecurity principles and best practices. ? Commitment to implementing and enforcing security measures. Continuous Learning: ? A mindset of continuous learning and staying updated on industry trends. ? Willingness to pursue certifications and training to enhance skills. Resourcefulness: ? Ability to independently research and find solutions to unfamiliar technical challenges. ? Resourcefulness in leveraging available resources for problem resolution. Positive Attitude: ? Maintaining a positive and approachable demeanour when interacting with endusers. ? Resilience and composure, especially during high-pressure situations. Proactive Approach: ? Proactively identifying potential issues and implementing preventive measures. ? Anticipating user needs and addressing them before they become problems. These attributes collectively contribute to an IT Support Engineer's effectiveness in providing excellent technical support and ensuring the smooth operation of an organisation's IT infrastructure