We are actively seeking a dynamic and skilled L1 Technical Remote Engineer to enhance our IT support team. The ideal candidate will possess a broad expertise in desktop support, adeptness in troubleshooting Windows, software issues, network configurations, antivirus solutions, and proficiency in managing printers, peripheral devices, and audio-visual (AV) systems. Additionally, expertise in Office 365 administration, including apps, email, Intune, and license management, as well as email support for iOS and Android devices, is crucial. The role demands a proactive problem-solver with a customer-focused attitude and the ability to excel in a rapidly moving, remote work environment.
Core Responsibilities:
Serve as the primary point of resolution for all user queries related to hardware, software, and applications, ensuring a seamless user experience.
Manage and resolve issues related to desktop and software setups, including the installation and configuration of software, drivers, and antivirus programs.
Address network problems to guarantee reliable and secure user connectivity, alongside providing specialized email support for iOS and Android devices.
Oversee the functionality and troubleshooting of printers, peripheral devices, and AV equipment, facilitating effective communication and presentations.
Administer the Office 365 suite, ensuring the smooth operation of applications, email accounts, device management through Intune, and licensing.
Diagnose and rectify technical problems involving internet connectivity, email clients, IPTV, VOIP, and more, with an emphasis on maintaining secure and efficient operations.
Document all interactions and technical solutions in the company’s ticketing system, fostering clear communication and meticulous documentation.
Provide expert guidance and support to end-users on leveraging various software and hardware to enhance their productivity and technological experience.
Collaborate closely with the IT team, contributing to a cooperative and high-performing work culture.
Stay updated with the latest system information, technological changes, and updates to improve service quality continuously and effectiveness.
Requirements
Proven experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
Strong understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve basic technical issues.
Familiarity with remote desktop applications and help desk software.
Excellent problem-solving and communication skills.
Ability to provide step-by-step technical help, both written and verbal.
Bachelor’s degree in Information Technology, Computer Science, or relevant field is preferred.
Certifications such as CompTIA A+, CCNA, Microsoft Certified Professional (MCP), ITIL v4 or similar will be advantageous.
