Job Description

Due to company expansion our client has an opportunity for a Junior Engineer. Working as part of the Technical Team the successful applicant will be expected to support their engineers and first-line helpdesk.

The successful candidate will have the opportunity to progress to other engineering teams once suitably experienced / qualified.

Job Description:

As a Junior Engineer/First-line Helpdesk professional, you will play a crucial role in providing technical support and assistance to end-users within an organization. Your primary responsibility will be to handle incoming inquiries, troubleshoot technical issues, and provide initial support to users. This role serves as the first point of contact for technical problems and requires a strong technical background, excellent communication skills, and the ability to diagnose and resolve issues efficiently.

Key Responsibilities:

• User Support: Provide first-line technical support to end-users via various communication channels, including phone, email, or chat. Assist users in troubleshooting hardware, software, and network-related issues and escalate complex problems to senior engineers or appropriate teams as required.
• Incident Triage and Resolution: Receive, log, and categorize incoming incidents and service requests using a helpdesk ticketing system. Conduct initial investigation and diagnosis of technical issues, following standard procedures and protocols. Resolve straightforward problems independently and ensure timely escalation of more complex issues to appropriate teams.
• Technical Troubleshooting: Utilize problem-solving skills and technical knowledge to identify the root cause of issues and provide accurate and efficient resolutions. Follow documented procedures and troubleshooting steps, and collaborate with other support teams to resolve problems.
• Documentation and Knowledge Base: Maintain accurate and up-to-date records of user interactions, incidents, and resolutions within the helpdesk ticketing system. Contribute to the creation and maintenance of a knowledge base by documenting troubleshooting procedures, FAQs, and solutions to common technical issues.
• Customer Service: Provide excellent customer service by demonstrating professionalism, empathy, and patience when assisting end-users. Communicate technical information in a clear and understandable manner, adapting to the technical proficiency of the user.
• Software and Hardware Support: Assist users with the installation, configuration, and troubleshooting of software applications, operating systems, and hardware peripherals. Coordinate with vendors or other support teams for equipment repairs or replacements when necessary.
• User Training and Education: Educate end-users on basic IT practices, such as password management, data backup, and security awareness. Provide guidance and self-help resources to enable users to resolve minor issues independently.
• Continuous Learning: Stay updated with the latest technologies, software applications, and IT best practices through self-study and training opportunities. Keep abreast of organizational policies and procedures related to IT support.
• Collaborative Support: Collaborate with other members of the IT team, including senior engineers and second-line support, to resolve complex issues and share knowledge. Escalate recurring or critical issues to appropriate teams for investigation and resolution.

Qualifications and Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. Relevant certifications or equivalent work experience may be considered.
• Strong technical aptitude and understanding of computer hardware, software applications, and networking concepts.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals.
• Problem-solving abilities and the capacity to diagnose and resolve technical issues independently.
• Proficiency in using helpdesk ticketing systems and remote support tools.
• Familiarity with operating systems (e.g., Windows, macOS, Linux), productivity software (e.g., Microsoft Office, G Suite), and common hardware peripherals.
• Customer service orientation and the ability to provide prompt and courteous support.
• Organizational skills and the ability to manage multiple tasks simultaneously.
• Willingness to learn and adapt to new technologies and software applications.
• Experience in a similar role or previous helpdesk support experience is advantageous.