1st & 2nd Line IT Support Technician

Job Summary
Provide first and second-line technical support to end users, ensuring the timely resolution of IT incidents and service requests. Support desktop hardware, software, user accounts, networks, and business applications while delivering excellent customer service and maintaining agreed service levels.
Key Responsibilities
1st Line Support
Act as the first point of contact for IT support requests via phone, email, and ticketing system.
Log, prioritise, and manage incidents and service requests.
Resolve common hardware, software, and account-related issues.
Reset passwords and unlock user accounts.
Install standard software and configure user devices.
Escalate unresolved issues to senior engineers when appropriate.
Keep users informed of ticket progress.
Maintain accurate documentation within the service desk system.
Monitor patch management tools
2nd Line Support
Troubleshoot more complex desktop, laptop, printer, and peripheral issues...

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