IT Support Engineer Tier 1

Job Summary

The purpose of IT support Engineer (Tier 1) is to provide the first level of support to deliver quality service to customers and be able to meet or even exceed service or operational level agreement (SLA or OLA). This is fulfilled through working with applications or systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Duties and Responsibilities

• Provide first level support to end-users through diagnosing or troubleshooting problems and implementing corrective action either remotely through the phone, remote connectivity or collaborating with IT contacts on site

• Monitor and respond to alerts and execute restoration procedure in a timely manner on infrastructure

• Timely isolate the problem, identify and follow correct escalation path for issues...