1st Line Support Engineer - MSP

Job Description

Role

Ready to Elevate Technical Support?

Join us as a 1st Line Support Analyst and be the driving force behind delivering top-notch technical support to valued clients. This role offers an opportunity to showcase your troubleshooting skills and customer service abilities in a dynamic environment, making a real impact.

Why Choose Us?

• Answer calls promptly, providing timely triage to customer inquiries and service requests.
• Classify and prioritize requests, ensuring swift escalation for complex issues.
• Diagnose and resolve incidents, collaborating closely with your technical team to deliver effective solutions.

Why Join This Company?

• Be part of a team that values your technical expertise and customer service skills.
• Enhance your troubleshooting abilities and contribute to high first-time fix rates.
• Join an organization that values your growth and contributions.

If interested, apply here!

• Provide initial triage of tickets raised by customers.
• Answer calls promptly from customers calling into the service desk.
• Assign tickets to appropriate queues for 2nd and 3rd line engineers.
• Troubleshoot and resolve incidents and service requests to ensure high customer satisfaction.
• Assist server and network engineers with complex tasks.
• Own requests and escalate to management, customers, or third-party resolver groups to meet service level agreements.
• Manage tickets end-to-end, keeping customers updated on progress.
• Follow documented customer-specific procedures.
• Classify and prioritize requests according to Incident and Service Request Management processes.
• Maintain strong attention to detail for troubleshooting and implementing changes.
• Stay updated on relevant technologies to improve first-time fix rates.
• Work in shifts starting at 07:00, 09:00, or 09:30 based on business needs.
• Diagnose and troubleshoot IT-related issues effectively.
• Document diligently and manage tickets efficiently.
• Confidently support customers within your technical discipline.
• Communicate effectively with customers of varying technical backgrounds.
• Adapt and learn in a fast-paced environment.
• Organize and manage time effectively.
• Willing to learn and adapt to evolving business requirements.