The first Line support engineer is responsible for assisting the IT team in delivering a first class support service to the end users by resolving issues in person, over the phone or via remote connectivity.
The role is varied and requires a real team player who has the ability to manage their time efficiently and prioritize or escalate technical issues to ensure a prompt closure.
DUTIES, TASKS AND RESPONSIBILITIES (DTR)
Take ownership of support issues, be proactive and seek closure ensuring all relevant support procedures are followed.
Escalation of more complex calls to the relevant support team member.
Log all communication on the ticketing system and maintain full documentation
Inventory, manage and track organizational IT assets & devices
Unboxing, Testing, Labeling and Installation of new devices (Computer. Laptops, scanners, network printers etc) in line with defined procedures.
Maintain a log of any software or hardware problems detected
Arrange for external technical support where problems cannot be resolved in house
Perform any other reasonable duties consistent with the role as required
JOB SPECIFICATIONS (KSA)
Knowledge Education B.Sc., Computer Science or Electronics & Communication Engineering Years of Experience 1 2 Other Knowledge / Studies
C, RTOS, Computer Architecture, Peripherals, Data Structures
Skills Language Skills Oral and written fluency in English Computer Skills Microsoft office Other Skills
Relevant 1st line / Helpdesk support experience
Strong knowledge of Microsoft based operating systems
Linux knowledge is a plus
A good understanding of networking & routing
Good Knowledge about Domain Controller AD ,DNS ,DHCP , etc .
Good Knowledge about Networking IP, Subnet, Switches Topology , etc .
Good Knowledge of troubleshooting and operating computer equipment.
Good knowledge in Cisco, Dell and networking (Managed and unmanaged switches).
Excellent communication and interpersonal skills
Analytical and problem solving skills.
Eager to learn new skills.
Detail Handling pays attention to detail and accuracy, ensures that activities and tasks are handled correctly and completed on time.