Job Description
The Role
As an L1/L1.5 Technical Support Engineer, you will diagnose and resolve a variety of technical issues while maintaining high levels of customer satisfaction. You will work within the ITIL framework, managing the lifecycle of Incidents and Service Requests.
Key Responsibilities
* Omnichannel Support: Handle inbound calls, chats, and emails, ensuring all issues are logged, categorized, and prioritized in the ITSM tool (ServiceNow/Remedy).
* Technical Troubleshooting: Resolve issues related to Windows OS, O365, VPN, and Citrix.
* User Administration: Manage account creations, password resets, and distribution lists via Active Directory and Office 365.
* Hardware & Mobility: Support and configure desktops, laptops, printers, and mobile devices (iOS/Android).
* Escalation: Identify complex issues and escalate to appropriate resolver groups while maintaining ownership of the user experience.
Technical Skillset
* Must-Have: Active Directory, O365, Windows 10/11, VPN troubleshooting, and Citrix.
* Hardware: Proficiency in supporting laptops, tablets, and peripherals.
* Mobile: Experience with Mobile Device Management (MDM) and mobile OS.
* Advantageous: Knowledge of Infrastructure, Exchange, or Server technologies.
Requirements
* Experience: 1-3 years in a Service Desk or Technical Support environment.
* Education: Any Graduate.
* Language: Native or C1-level English proficiency (CEFR).
* Soft Skills: Excellent communication, a natural aptitude for troubleshooting, and experience supporting US/UK-based customers.
* Flexibility: Ability to work in a 24x7 shift rotation.
* ITIL: Strong awareness of ITIL methodologies (Certification is a plus).
Randstad Technologies Ltd is a leading specialist recruitment business for the IT & Engineering industries. Please note that due to a high level of applications, we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.