The CompanyOur client is a well-established Managed Service Provider based in Perth, WA, renowned for delivering exceptional IT support and solutions to a diverse client base. They are seeking a dedicated
Level 1 Support Engineer with prior MSP experience to join their team and provide on-site technical support to their valued clients.
The roleAs a
Level 1 Support Engineer, you will serve as the initial point of contact for client support requests, delivering on-site technical assistance and troubleshooting. This role involves diagnosing and resolving issues related to hardware, software, and networking, as well as maintaining client systems to ensure optimal performance. The position requires frequent travel to client sites within the Perth metropolitan area.
Key Responsibilities:- Deliver on-site technical support to clients, addressing hardware, software, and network issues.
- Respond promptly to support requests via phone, email, and ticketing systems.
- Install, configure, and maintain computer systems, software, and peripheral devices.
- Conduct routine maintenance and updates on client systems.
- Accurately document issues, solutions, and work performed in the ticketing system.
- Collaborate with Level 2 and 3 Support Engineers to escalate and resolve complex issues.
- Assist with client onboarding and offboarding, including setting up new user accounts and decommissioning old accounts.
- Perform regular site visits to ensure efficient operation of client systems.
- Provide training and support to end-users to enhance their technical skills.
- Maintain a high level of customer satisfaction through professional and courteous communication.
About you- Proven experience in a technical support role within an MSP environment is mandatory.
- Strong knowledge of Windows operating systems, Microsoft Office Suite, and common desktop applications.
- Basic understanding of networking principles, including TCP/IP, DNS, and DHCP.
- Experience with remote support tools and ticketing systems.
- Excellent problem-solving skills and attention to detail.
- Strong verbal and written communication skills.
- Ability to work independently and collaboratively.
- Valid driver's license and reliable vehicle for travel to client sites.
Personal Attributes:- Proactive and self-motivated with a keen desire to learn.
- Customer-focused with a friendly and professional demeanor.
- Effective time management skills and ability to prioritize tasks.
- Strong analytical skills and capacity to think critically under pressure.
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