First Line Helpdesk Engineer

Uptime Solutions Ltd; New York (NY); Remote; USD 45,000 - 65,000; Full time

Job summary

A leading company is seeking a First Line Support Engineer to provide exceptional technical support for their MSP partners. This remote role requires strong analytical and communication skills, with a focus on troubleshooting various IT issues. Candidates with MSP experience or IT Helpdesk backgrounds are encouraged to apply. The position involves working shifts to support US clients, ensuring prompt and friendly service.

Qualifications

• MSP experience is a bonus; IT Helpdesk or remote support background is a plus.
• Strong English language skills are essential.

Responsibilities

• Deliver 1st line IT support services to customers.
• Troubleshoot technical issues including Windows 10 and Office 365.

Skills

Analytical Skills

Communication Skills

Problem Solving

English

Tools

Windows 10

Office 365

Microsoft Office

Windows Server 2016

Windows Server 2019

Job description

First Line Support Engineer - Remote

What’s this role about?

As a 1st line engineer, you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to efficiently problem solve within our fast-paced environment, you will work with your team to provide market-leading technical support.

MSP experience would be a bonus; if not, an IT Helpdesk / remote support background is a big plus. Strong English language skills are a must.

These roles involve supporting a US Client (Eastern) - Shifts are as follows:

• Friday to Monday - 4 days on, 3 days off - 4pm to 3am SAST
• Monday - Friday - 3pm to 12am SAST

What will I do day to day?

You will be responsible for delivering 1st line IT support services to the customer base of our MSP partners while escalating issues requiring more senior resources to a suitable engineer.

Your daily focus will include:

• Troubleshooting a range of technical issues experienced by our clients, including:
• Windows 10
• Office 365
• Microsoft Office
• Printers and Scanners
• Various customer applications
• Knowledge of Windows Server 2016 and 2019
• Network troubleshooting
• Identifying and escalating higher-level issues to a senior engineer
• Being a people person, delivering support in a friendly and positive manner
• Great communication skills, both verbally and in writing