Consultant- DWP & Security
Summary
Provide first-line IT support, troubleshoot issues, and log incidents for clients in a fast-paced environment while ensuring service-level agreements are met.
Are you motivated to deliver outstanding customer support and be the first line of defense in a fast-paced IT environment?
Do you have a passion for troubleshooting, learning new technologies, and ensuring seamless operations for end-users?
Are you ready to grow your technical skills and make a real impact as part of a collaborative support team?
At SoftwareOne, we help organizations maximize the value of their technology investments through world-class cloud, security, and support services. We are looking for a Support Specialist (Level 1) to provide exceptional first-line technical support, ensuring customers receive timely assistance and an outstanding service experience.
As a Support Engineer, you play a critical role in delivering exceptional customer experiences. By providing timely technical support and resolving complex issues, you help ensure our clients maximize the value of their solutions. Your expertise not only strengthens customer trust but also drives retention and growth, contributing directly to the success of our business.
Key Responsibilities:
- Provide Level 1 on-shift support (9-hour shifts), serving as the first point of contact for the Service Support Team.
- Log incidents, prioritize service requests, and ensure regular ticket updates in line with company SLAs.
- Deliver outstanding customer care by promptly identifying issues, agreeing on priorities, and allocating tickets/calls efficiently.
- Document all incidents with detailed troubleshooting steps, collaborating with higher-tier engineers as needed.
- Develop and implement simple scripts to automate system verifications and related tasks.
- Support project delivery as a secondary responsibility.