First Line Helpdesk Engineer

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) - Shift is as follows:

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

What will I get up to 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 Everyday Focus Will Include

• Troubleshooting a range of technical issues experienced by our clients, including the following technologies:
• Windows 10.
• Office 365.
• Microsoft Office.
• Printers and Scanners.
• Various customer applications.
• Knowledge of Windows Server 2016, 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 will be expected.