IT Support Engineer L1

This position assists Users with technical support of networked desktop computers, hand held devices, applications, peripherals and related technology. Candidate will provide the following services:

 Providing on-site cover Monday- Friday, excluding public holidays
 Provide hardware break fix support, typically by whole unit swap
 Manage spares provided on site
 Provide deskside support, as described
 Execute installations and changes
 Deliver an excellent level of customer service
 Adhere to defined Processes and work instructions which will include the management of both proactive and reactive escalations

 Accurately identifying, repairing, resolving, and documenting User technical issues relating to desktop environment
 Testing of computer systems and peripherals within established standards and guidelines
 Provision of first line IT support services
 Ensuring requirements are met within agreed service targets
 To provide infrastructure administration functions
 Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
 Interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
 Taking ownership of issues through to resolution on all appropriate requests.
 Categorize and prioritize end user support requests and service requests by utilizing a ticketing system to track tickets and provide up-to-date status and information.
 Install and Move equipment
 Performing asset inventory activities as needed
 Recommend and / or performs upgrades on systems to ensure longevity.
 This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
 Perform other duties as assigned.