remote
IT 1st Line Support Engineer - Aventum Group
Software Engineer
IT 1st Line Support Engineer delivering frontline technical assistance across the organization, troubleshooting Windows, Mac, and Linux environments, managing Active Directory, and resolving issues via ticketing systems while ensuring smooth business operations.
About the role
Key Responsibilities
- Provide first‑line technical support to end users across the organization via phone, email, and remote tools.
- Troubleshoot and resolve issues related to Windows, Mac OS, and Linux workstations, printers, and peripheral devices.
- Manage user accounts and permissions in Active Directory, including password resets, group membership changes, and account provisioning.
- Log, track, and prioritize incidents in the ticketing system, ensuring timely resolution and clear communication with stakeholders.
- Escalate complex problems to second‑line teams, documenting root causes and follow‑up actions.
- Maintain and update knowledge base articles and support documentation to improve self‑service options.
Requirements
- 1+ year of experience in IT support or help desk environment.
- Hands‑on experience with Active Directory and common office productivity tools.
- Strong troubleshooting skills and the ability to communicate technical information clearly to non‑technical users.
- Familiarity with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
Skills
linuxactive directory