1st/2nd Line Workplace Response Engineer

Job Details

Malta Island, Malta Salary: competitive salary + benefits
Sector: Tech Type: Permanent
Start Date: ASAP Contact: Sam Adlam

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 or on +350 200 69999.

IT, O365, Azure, Exchange, Windows 10