The First Level Support Engineer is responsible for local support of our business IT community e.g. client hardware, software, active directory, storage and Office 365 environment. The role will work closely with colleagues in both group and our partners to ensure that our business infrastructure is continuously supported and our IT community are supported in a timely manner.
The candidate will primarily be managing the helpdesk, logging tickets, answering phone calls, troubleshooting/ diagnosing IT user issues across a multitude of our offices globally. Escalating complex or known issues to 2 nd and 3 rd level support both in house and to support vendors and ensuring ticket completion to full resolution.
The candidate must have previously worked in a similar role and have experience with Active Directory, Office 365 and general IT processes and procedures e.g. Starters/Leavers.
This role is a unique opportunity to become part of an expanding IT organization and
the candidate must be willing to travel when required to onsite locations.
Essential Qualifications and Experience:
- English Language both written and spoken.
- German Language both written and spoken an excellent advantage.
- Relevant IT Qualifications or proven track record of continuous professional improvement, e.g. MCSA, MCSE, CCNA, VCP etc.
- 1-2 years providing high level, hands-on technical support to users.
- Responsible for manning the helpdesk, creating and resolving tickets to defined SLAs.
- Troubleshoot technology issues using various internal and external resources.
- Ensure that assets are responsibly maintained, inventoried and/or disposed of properly.
- Generate innovative approaches and solutions to recurring tasks or problems.
- Document technical problems, resolutions, and processes for assigned tasks and projects.
- Follow policies and procedures for change and incident management.
- Apply hot fixes, patches, software upgrades, etc.
- Experience supporting a Windows environment.
- Active Directory and all its services (DNS, DHCP etc.).
- Good understanding of security concepts. (Active Directory, Group Policy, NTFS permissions, security auditing, security user contexts, application layer vulnerabilities, etc.).
- TCP/IP and network protocols.
- Performs other job related duties as required.
Desirable Qualifications and Experience:
- Familiarity with servers, Virtualization, Office 365, Cloud concepts, network and enterprise storage technologies.
- Networking experience in Palo Alto, Meraki a plus.
- Experience with VMware vSphere, Hyper V and Citrix.
- MS Azure while not essential would be an advantage.
Competencies:
- Creativity & Innovation.
- Integrity, Values & Ethics.
- Customer Focus.
- Planning.
- Results Oriented.
- Problem Solving.
Personal Attributes required:
- Strong communication skills.
- Understands the need for and consistently practices effective teamwork with others.
- Ability to interact with IT & business personnel on all levels to resolve issues and provide solutions in a timely manner.
- Capable of organizing, prioritizing and managing assignments and tasks to completion with minimal supervision.
- Ability to maintain a detail-oriented approach while multitasking in a fast-paced and dynamic environment.
- Ability to work under and deliver to continual deadline constraints both as a team member and individual contributor.
- Ability to work on own initiative and assume responsibility where appropriate.
- Keen attention to detail.