Overview
We are looking for two skilled Information Technology Support Engineers to join an established IT team within the Defence industry. The role focuses on providing helpdesk and desktop support to internal users, ensuring a seamless IT experience through effective ticket management and user assistance. You will engage with users to resolve a variety of technical issues while contributing to knowledge management by documenting processes and solutions.
Responsibilities
- Manage and own tickets in the IT Service Management system, ensuring timely logging and resolution.
- Provide friendly and efficient support for routine IT issues, including laptop provisioning, Wi-Fi connectivity, and printer problems.
- Perform password resets and address security-related inquiries while maintaining excellent customer service.
- Produce and update knowledge articles based on the support provided to enhance the team's resources.
Requirements
- Proven experience in 1st and 2nd line IT support roles.
- Strong technical proficiency in common IT issues such as hardware and software troubleshooting.
- Excellent communication skills with a focus on customer service.
- Ability to work effectively in a fast-paced environment and handle multiple issues simultaneously.