1st Line Support Engineer

1st Line Support Engineer

We are looking for a highly motivated and customer-oriented 1st Line Support Engineer to join a fast growing organisation at their head office in Edinburgh.

You will be the first point of contact for clients experiencing technical issues, providing efficient and effective solutions to ensure minimal disruption to their operations.

The Role:

• Serve as the initial point of contact for customers seeking technical assistance via phone, email, or chat.
• Diagnose and troubleshoot software and hardware issues, including OS, applications, and network problems.
• Provide timely and accurate customer feedback and guide users through step-by-step solutions.
• Escalate unresolved issues to the appropriate 2nd line support or specialist teams.
• Log and manage service requests in the ticketing system, ensuring proper documentation of resolutions.
• Monitor and follow up on pending issues to ensure timely resolution.
• Maintain a high level of customer satisfaction by providing excellent customer service and proactive communication.
• Assist in the setup and configuration of computer systems, software, and peripherals as needed.
• Stay current with system information, changes, and updates.

Qualifications:

• Proven experience as a 1st Line Support Engineer or similar role.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills with a keen attention to detail.
• Basic understanding of computer systems, mobile devices, and other tech products.
• Familiarity with remote desktop applications and help desk software.
• Ability to work independently and as part of a team.
• Customer-oriented with a commitment to providing high-quality support.
• Relevant technical certification (e.g., CompTIA A+, Microsoft Certified Professional) is a plus.

How to Apply:

Please send your updated CV to be considered for this role.