IT - 1st Level Support Engineer

SUMMARY OF ROLE

This role is responsible for 1st level IT support for installing and configuring computer systems, diagnosing hardware and software faults and solving technical and application problems over the phone, email, or any other media.

1st level support will be responsible for documenting all issues, escalate when necessary and making sure the problems are resolved within the specified times while keeping constant communication with all parties ensuring communication is always provided.

PRINCIPAL RESPONSIBILITIES

• Provide 1st level support for employees

• Respond to calls as soon as possible.
• Perform initial troubleshooting of problems.
• Raise tickets and log any calls issues in the system provided.
• Monitor and maintain computer systems and networks and escalate issues for resolution.
• Talk staff through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• Provide support, including procedural documentation and relevant reports
• Follow diagrams and written instructions to provide remote support, repair a fault or set up a system.
• Support the roll-out of new applications and/or infrastructure upgrades.
• Set up new users' accounts and profiles and deal with password issues.
• Respond within agreed time limits to reported problems.
• Work continuously on a task until completion (or escalate to appropriate department or technician and follow up until resolution).
• Prioritise and manage many open cases at one time.
• Establish a good working relationship with staff and other professionals, such as software developers, network technicians, system administrators.
• Perform basic tests and evaluate new technology if required.
• Walk through staff to electrical and safety checks on computer equipment.

SCOPE OF POSITION

The role reports to the IT Manager and does not have line management responsibility.

 The post holder will be expected to work any hours required in the execution of his/her duties.

LOCATION

This position is located at our Bulgarian facilitiy. 

It is the company’s intention that this job description is seen as a guide to the major areas and duties for which the jobholder is accountable.  However, the business will change, and the jobholder’s obligations are bound to vary and develop, so the job description should be seen as a guide and not as a permanent, definite and exhaustive statement.

PERSON SPECIFICATION

Key Skills

• Ability to think logically
• Proven problem solving skills
• Ability to learn new technologies quickly
• Ability to prioritise your workload
• Ability to follow processes and work within a team
• Excellent verbal and written communication skills
• Keen attention to detail and adherence to procedures and deadlines
• Computer skills’ including Excel / Word / Outlook - Intermediate level is a minimum
• Fluent in English (written and verbal)

Knowledge and Experience

• At least 1 year of experience in a similar role
• Strong customer care experience
• Flexible in approach, capable of prioritising numerous work streams
• Excellent planning, organisation and administration skills

Personal Attributes

• Natural relationship builder with integrity, reliability and maturity
• A positive, can-do attitude
• An inquisitive curious mind
• Ability to take ownership and deliver on own tasks
• Good time management skills

Qualifications

• School leavers certificate or equivalent
• IT related qualification is desirable