L1 Desktop Support
1 month ago
Engineer is a key technical resource, providing higher-level support and problem resolution for complex
issues. They are responsible for ensuring the stability and reliability of on-site IT infrastructure and
services.
Key Responsibilities:
- Advanced Technical Support: Provide second-level support for escalated issues, including
in-depth troubleshooting and problem-solving for hardware, software, and networkrelated
incidents.
- Project Implementation: Participate in the planning and execution of IT projects, ensuring
successful deployment and integration of new technologies and systems.
- Service Improvement: Analyze recurring problems to identify root causes and implement
permanent solutions to enhance service quality and user satisfaction.
- Training and Mentoring: Offer guidance and training to L1 support engineers and endusers,
promoting best practices and knowledge sharing.
- Vendor Coordination: Liaise with external vendors and service providers to resolve
complex issues and maintain service level agreements.
- Incident Management: Oversee the incident management process, ensuring timely
resolution and communication with stakeholders.
- Documentation and Reporting: Maintain accurate documentation for system
configurations, changes, and incident reports. Provide regular reports on incident trends
and service performance.
**Requirements**:
- Experience in IT support, with a focus on on-site support services.
- Strong technical knowledge of IT infrastructure, including hardware, software, and network
systems.
- Excellent problem-solving and analytical skills.
- Ability to work independently and manage multiple tasks simultaneously.
- Strong communication and interpersonal skills, with the ability to interact effectively with
team members and end-users.
- Relevant certifications in IT support and service management are preferred.
**Job Type**: Contract
Contract length: 12 months
Work Location: In person
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