1st/2nd Line Workplace Response Engineer

1st/2nd Line Workplace Response Engineer | Online Gaming | Malta

SRGEurope have been appointed to recruit a capable 1st/2nd Line Workplace Response Engineer. The Workplace Response Engineer role is an exciting and challenging one. It requires a proven track record of working in a busy technical support department. A customer centric person with a passion for technology, IT development and progression.

If you are an experienced 1st/2nd Line Workplace Response Engineer then this is the opportunity for you.

What's on Offer?

• A fantastic collaborative work environment in an excellent location.
• Private Healthcare that begins on day one and the option to add family members.
• A Pension Plan after successfully completing probation.
• Free language classes and wellness coaching.
• Discounts for several restaurants along with subsidised gym memberships.
• A comprehensive relocation package.

What you will be doing:

• Serve as the first point of contact for customers seeking technical assistance.
• Provide 1st and 2nd line technical support for hardware and software issues.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Ensure all calls are logged into the Incident Handling solution and progress notes are added to all calls.
• Ensure that all customers receive a 1st response within 15 minutes.
• Managing the timely resolution of all requests.
• Always follow up with customers to ensure full resolution of issues.
• Direct unresolved issues to the next level of support personnel.
• Always deliver exceptional customer service.
• Follow-up and update customer status and information.
• Proactively managing problem calls through to completion in a timely basis.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Work well under pressure.
• Working on multiple issues at the same time (multi-tasking).
• Pro-actively identifying potential problems and issues, taking ownership and putting forward a plan for resolution.
• Identification of potential opportunities to replace or implement new solutions or equipment at sites.
• Sharing your technical knowledge on troubleshooting and diagnosing problems.

The Essentials:

• Microsoft Technologies (O365, Teams, Active Directory, Azure, Exchange, Windows 10)
• Apple workstation builds/imaging.
• Remote Management/Deployments
• Network Print services
• Basic Networking skills
• Lenovo Hardware
• Good understanding of computer systems, mobile devices and other tech products.
• Browser technologies (IE/Chrome)
• Intune administration
• Fault finding, analysis and technical troubleshooting
• Under the hood desktop operating system skills.
• Apple OS X workstation and Server
• Cloud Azure Administration
• Networking and firewalls concepts
• Basic scripting/automation skills (PowerShell, Python)
• Backup technology
• Desktop Virtualisation (AVD)

To Apply

Please click on the 'apply' button and upload your CV and a Cover Letter or alternatively contact Sam Adlam , Recruitment Consultant on Sam.adlam@srgeurope.com or on +350 200 69999.

IT, O365, Azure, Exchange, Windows 10