A 1st Line Support Engineer, also known as a Helpdesk Support Engineer, is responsible for providing technical assistance and support to end-users who have computer, software, or hardware-related issues. The role requires a strong understanding of basic computer hardware and software.
Some of the key responsibilities of a 1st Line Support Engineer include:
Responding to and resolving user requests for assistance.
Troubleshooting hardware and software issues, such as network connectivity problems, printer malfunctions, or software installation errors.
Escalating more complex technical issues to 2nd or 3rd line support teams when necessary.
Maintaining accurate records of user requests and resolutions in a helpdesk ticketing system
Providing technical guidance and advice to users on basic computer operations, such as file management, backup, and security practices.
To be successful in this role, a 1st Line Support Engineer should have strong problem-solving skills, attention to detail, and the ability to work well under pressure.
Skills Required :
Microsoft Desktop Operating Systems
Microsoft Office 365
Ability to work as part of a team