Level 1 Support Engineer - Remote
Pro Talent
Level 1 Support Engineer
Overview
The Level 1 Support Engineer serves as the frontline technical point of contact across incoming support channels, including inbound calls and live communications. The incumbent is responsible for triaging new tickets, achieving first-contact resolution wherever feasible, and escalating complex issues with structured, comprehensive handover notes to eliminate duplicate troubleshooting.
The client base includes corporate and professional services firms across the legal, financial, healthcare, and accountancy sectors. Given the compliance-driven nature of these environments, high standards of data integrity, client care, and operational reliability are essential.
Key Responsibilities
First-Contact Incident Resolution: Diagnose and resolve first-line technical tickets covering Microsoft 365, Windows devices, printing environments, and standard business software within agreed service level agreements (SLAs).
Triage & Structured Escalations: Accurately triage and escalate complex issues in accordance with predefined criteria, compiling comprehensive technical handover notes to enable seamless continuity.
Ticket Administration & Time Tracking: Maintain real-time ticket logs, accurate status updates, and meticulous time recording throughout the issue lifecycle.
Client Communication & Closure: Close out completed incidents with clear, professional customer correspondence and prompt requests for client feedback.
Knowledge Base Documentation: Record proven technical solutions and contribute actionable troubleshooting documentation to the internal knowledge base.
Operational Alignment: Participate actively in daily operational huddles to review service desk priorities and single-point focus areas.
Candidate Requirements
Foundational Technical Troubleshooting: Demonstrated first-line troubleshooting capability across Windows OS, Microsoft 365 applications, and endpoint hardware, acquired through professional experience, academic study, or advanced home lab environments.
Professional Communication: Polished telephonic manner paired with clear, articulate, and customer-centric written communication skills.
Service Desk Discipline: High standards of ticket governance, sound escalation judgment, and intellectual honesty regarding technical capabilities, paired with proactive inquiry when encountering unfamiliar faults.
Process Compliance & Continuous Improvement: Diligent adherence to documented standard operating procedures (SOPs), with an active commitment to flagging inaccuracies or process bottlenecks.
Managed Service Provider (MSP) Background: Prior exposure to a multi-client or MSP service desk operating environment.
Service Desk Toolsets: Working familiarity with industry tools such as HaloPSA, IT Glue, or comparable PSA/RMM platforms.
Industry Certifications: Relevant vendor certifications such as Microsoft Certified: Fundamentals (e.g., MS-900) or CompTIA A+.
Regulated Sector Exposure: Practical experience supporting users within compliance-driven or regulated sectors (legal, accounting, finance, or healthcare).
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