Next Generation Technology Solutions is seeking a Technical Support Engineer (L1) to provide hands-on assistance in maintaining and troubleshooting IT systems. The ideal candidate will be responsible for resolving technical issues, supporting both Windows and Mac devices, managing email environments like Microsoft Exchange, Google Apps, and Office 365, and ensuring high-quality customer service and system maintenance. This is an exciting opportunity for individuals who are passionate about IT support, with the opportunity to work in a dynamic, fast-paced environment while supporting key business processes.
Key Responsibilities
- Technical Support:
Troubleshoot and resolve support issues at the front end, ensuring minimal user disruption. Provide technical recommendations based on the business requirements assessed. - System and Device Support:
Offer support for Windows and Mac devices, managing various email systems including Microsoft Exchange, Google Apps, and Office 365. - Remote End-User Support:
Provide remote assistance to end-users, addressing technical challenges and ensuring prompt resolution. - Service Level Compliance:
Ensure adherence to Service Level Agreements (SLAs) by meeting deadlines for support requests and offering timely updates to customers. - Documentation and Communication:
Maintain accurate customer documentation, logging troubleshooting efforts, and managing customer inquiries via written and oral channels. Document solutions thoroughly to contribute to internal knowledgebases. - Customer Service Excellence:
Possess a customer-first mindset, prioritizing customer satisfaction and addressing user concerns. - Shift Work and Flexibility:
Work in rotating shifts (including night shifts) to support various regions globally and ensure continuous availability of services. - System Setup & User Support:
Assist with new application rollouts, set up user accounts and profiles, and handle password issues. - Multitasking and Case Management:
Manage multiple support cases simultaneously and handle troubleshooting tasks with a methodical approach until resolved or handed off to the next engineer.
Qualifications and Skills
- Education:
A Bachelor’s degree in Information Technology, Computer Science, or a relevant field. - Experience:
Previous experience in technical support, IT troubleshooting, or a similar role. - Technical Skills:
Experience with support systems for Windows, Mac devices, and email platforms such as Microsoft Exchange, Google Apps, and Office 365.
Certification in Microsoft, Linux, Cisco, or similar technologies is a plus. - Soft Skills:
Excellent problem-solving, analytical, and multitasking skills. Ability to learn quickly, work independently, and deliver results efficiently. - Customer Service Mindset:
Strong customer support orientation with the ability to effectively communicate and manage client relationships. - Adaptability:
Willingness to work flexible hours, including off-production shifts or late hours for UK/US time zones.
Benefits
- Competitive Salary:
Attractive compensation based on experience and skillset. - Dynamic Work Environment:
Join a growing organization with a culture focused on professional development, teamwork, and innovation. - Continuous Learning:
Opportunities for further certification and training in various technologies such as Microsoft, Cisco, and Linux. - Health and Wellbeing:
Access to benefits and wellness programs to maintain a healthy work-life balance. - Flexibility in Shift Timing:
Potential for remote work on certain days or flexible working hours in alignment with international client needs.
How to Apply
Interested candidates should submit their CV along with relevant qualifications, certifications, and cover letter to the email address below. Please ensure the subject line contains the position title.
Email: careers@ngtechsolutions.com
Asad Hameed is an inspiring professional who advanced from salesman to Managing Director of a renowned print media company with 200 employees in just eight years. His journey reflects his ability to align personal skills and education with career goals, showcasing exceptional dedication and strategic growth. Asad’s expertise lies in helping others unlock their potential, craft impactful job applications, and achieve success. His story serves as a guide for professionals striving to excel in competitive industries.
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