IT 1st Line Support Engineer at Interdecima Systems Ltd

Role Purpose

The IT 1st Line Support Engineer is the first point of contact for all IT-related incidents and service requests. The role is responsible for providing efficient, customer-focused technical support, resolving issues at first contact where possible, and escalating more complex problems to 2nd or 3rd line teams when required.

This position plays a key role in ensuring minimal disruption to business operations through timely troubleshooting, clear communication, and excellent service delivery.

Key Responsibilities

Service Desk & Support

• Act as the first point of contact for IT support via phone, email, chat, or ticketing system
• Log, categorize, and prioritize incidents and requests accurately
• Provide first-line diagnosis and resolution of technical issues
• Deliver remote and desk-side support as required
• Escalate unresolved issues following defined procedures

Technical Support

• Troubleshoot hardware, software, and network issues
• Support desktops, laptops, mobile devices, and peripherals
• Assist with password resets, account unlocks, and access requests
• Install, configure, and maintain standard applications
• Support Microsoft 365/Google Workspace and collaboration tools
• Assist with onboarding/offboarding setup (user accounts, devices, permissions)

Customer Service

• Provide clear communication and updates to users
• Maintain high levels of customer satisfaction
• Follow SLAs and response targets
• Produce user-friendly documentation and knowledge base articles

Maintenance & Administration

• Perform routine system checks and maintenance tasks
• Manage asset tracking and inventory
• Assist with IT projects and rollouts
• Maintain accurate records within the ticketing system

Technical Skills & Experience

Essential

• 1+ year experience in an IT Service Desk or technical support role
• Knowledge of:
• Windows 10/11 and macOS
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Active Directory / Entra ID (user & group management)
• Basic networking (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting)
• Hardware troubleshooting
• Experience using ITSM/ticketing tools
• Strong problem-solving skills

Desirable

• ITIL Foundation knowledge
• Experience with remote support tools
• Exposure to endpoint management tools (Intune/SCCM/Jamf)
• Basic scripting or automation knowledge
• Cybersecurity awareness

Soft Skills & Competencies

• Excellent communication skills (verbal and written)
• Strong customer service mindset
• Ability to explain technical issues to non-technical users
• Good time management and prioritization
• Team player with a proactive attitude
• Calm under pressure
• Attention to detail