IT Remote Support Engineer

As an IT Remote Support Engineer, you will be the first point of contact for users, handling initial inquiries and providing 1st-level technical support. Your responsibilities include troubleshooting hardware and software issues, resolving OS, printer, scanner, IP phone, banking application, and LAN problems, and guiding users on the proper use of the ticketing system. You will work on assigned incidents and requests, delivering clear solutions and maintaining high customer service standards. This role requires strong technical expertise, effective communication skills, and the ability to support a wide range of technologies.

Member of IT Service Desk Team,  you will be responsable of :

• Dealing with incoming faults in a professional, courteous manner over the phone ,via email & On site.
• Taking ownership of faults and managing them in a logical and methodical manner.
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
• Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
• Diagnosing and resolving problems to the customers satisfaction
• Maintain and develop own knowledge and skills to assist with first time fault resolution.
• Identify and escalate repeat issues or service risks into service management teams.
• Sharing knowledge with team colleagues.
• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational