IT - 1st Level Support Engineer

SUMMARY OF ROLE
This role is responsible for 1st level IT support for installing and configuring computer systems, diagnosing hardware and software faults and solving technical and application problems over the phone, email, or any other media.
1st level support will be responsible for documenting all issues, escalate when necessary and making sure the problems are resolved within the specified times while keeping constant communication with all parties ensuring communication is always provided.
PRINCIPAL RESPONSIBILITIES
Provide 1st level support for employees
Respond to calls as soon as possible.
Perform initial troubleshooting of problems.
Raise tickets and log any calls issues in the system provided.
Monitor and maintain computer systems and networks and escalate issues for resolution.
Talk staff through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
Provide support, including procedural documentation and relevant reports
Follow diagrams and written instructions to provide remote support, repair a fault or set up a system.
Support the roll-out of new applications and/or infrastructure upgrades.
Set up new users' accounts and profiles and deal with password issues.
Respond within agreed time limits to reported problems.
Work continuously on a task until completion (or escalate to appropriate department or technician and follow up until resolution).
Prioritise and manage many open cases at one time.
Establish a good working relationship with staff and other professionals, such as software developers, network technicians, system administrators.
Perform basic tests and evaluate new technology if required.
Walk through staff to electrical and safety checks on computer equipment.
SCOPE OF POSITION
The role reports to the IT Manager and does not have line management responsibility.
The post holder will be expected to work any hours required in the execution of his/her duties.
LOCATION
This position is located at our Bulgarian facilitiy.
It is the company’s intention that this job description is seen as a guide to the major areas and duties for which the jobholder is accountable. However, the business will change, and the jobholder’s obligations are bound to vary and develop, so the job description should be seen as a guide and not as a permanent, definite and exhaustive statement.
PERSON SPECIFICATION
Key Skills
Ability to think logically
Proven problem solving skills
Ability to learn new technologies quickly
Ability to prioritise your workload
Ability to follow processes and work within a team
Excellent verbal and written communication skills
Keen attention to detail and adherence to procedures and deadlines
Computer skills’ including Excel / Word / Outlook - Intermediate level is a minimum
Fluent in English (written and verbal)
Knowledge and Experience
At least 1 year of experience in a similar role
Strong customer care experience
Flexible in approach, capable of prioritising numerous work streams
Excellent planning, organisation and administration skills
Personal Attributes
Natural relationship builder with integrity, reliability and maturity
A positive, can-do attitude
An inquisitive curious mind
Ability to take ownership and deliver on own tasks
Good time management skills
Qualifications
School leavers certificate or equivalent
IT related qualification is desirable

Employment type
Full-Time

Work arrangement
No