L1 First Line Support Engineer

Responsibilities

Your key performance areas will include, but are not be limited to:

1. Ensure that all client-allocated SLA conditions are adhered to.
2. Ensure support tickets are escalated timeously and meet SLA requirements.
3. Document, communicate, and manage the workflow of all service and support requests logged.
4. Provide professional telephonic and email technical support.
5. Identify trends and recurring issues and escalate them appropriately.
6. Diagnose and resolve technical issues in a timely manner, ensuring customer satisfaction.
7. Maintain exceptional attention to detail when logging support requests.
8. Perform first-line Active Directory and Microsoft 365 administration.
9. Provide in-house and third-party application support.
10. Troubleshoot and resolve VoIP, Wi-Fi, and networking issues.
11. Manage service desk interactions with internal teams, third-party ...