IT Support Engineer

About This Role:

Due to continued expansion of eir evo we are now seeking to recruit a Level 1 IT Support Engineer that endeavors to become an integral part of our Managed Services Team, working in an evolving and exciting multi-customer multi-technology IT environment

Why This Role:Expectations From The Role:

· Working in a growing Managed Services team with procedures based on ITIL Framework and governed by ISO 20000

· Provide first‑line technical support to customers via phone, email, and ticketing system

· Log, triage, and resolve incidents

· Perform initial investigation and diagnosis of issues, gathering all relevant information

· Work with technical experts and business managers to support and when appropriate input into recommendations to optimise client solutions

· Investigation and Diagnosis - establish failing component, confirm impact, identify any events that may have been a contributing factor

· Resolution and Recovery, reducing impact were possible

· Coordinate with other ICT teams or 3rd parties when required.

· Write efficient, easy to follow user guides and documentation and maintain a clear focus on building knowledge management

Requirements For A Successful Application:

· 1–2 years experience in an IT support, helpdesk, or customer service role (or relevant education/certification)

· Basic understanding of Microsoft Windows desktop environments

· Familiarity with Microsoft 365, Active Directory, and common business applications

· Basic troubleshooting skills for hardware, software, and networking issues

· An understanding of networking to be capable of identifying network issues

· Strong communication skills and the ability to manage customer expectations

· ITIL knowledge and experience

The successful candidate:

· Has a flair for technology and enjoys problem solving and rising to challenges

· Enjoys working with teams and liaising with multiple stakeholders

· Is comfortable asking questions, seeking guidance, and escalating when appropriate

· Demonstrates great determination in resolving issues and closing out project

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