onsite
IT 1st Line Engineer - One Call Insurance
Software Engineer
IT 1st Line Engineer delivering frontline technical support, troubleshooting Windows and network issues, managing tickets, and ensuring high‑quality customer service across the organization.
About the role
Key Responsibilities
- Act as the first point of contact for all IT support requests, providing timely and effective solutions.
- Log, triage, and manage tickets using the company’s ticketing system, ensuring accurate documentation and escalation when necessary.
- Troubleshoot and resolve Windows desktop, laptop, and peripheral issues, including software installations and updates.
- Diagnose and resolve basic networking problems, such as connectivity and VPN access, collaborating with senior engineers as needed.
- Provide remote support via remote‑desktop tools and guide end‑users through problem resolution.
- Maintain knowledge base articles and contribute to continuous improvement of support processes.
Requirements
- Proven experience in a 1st line IT support or helpdesk role.
- Basic networking knowledge (TCP/IP, DNS, VPN).
- Excellent communication skills and a customer‑centric attitude.
- Ability to work independently and as part of a collaborative team.