Technical Support Engineer

- Act as the first point of contact for users, resolving incidents, service requests, and inquiries related to hardware, software, and access, ensuring all activities are logged on the IT Service Management (ITSM) system. - Respond to user needs through various channels, including phone, chat, ITSM portal, email, and in-person. - Establish the impact and urgency of user tickets, accurately capturing and logging all relevant details on the ITSM tool. - Assess information provided by users to identify if immediate corrective action can be performed at the point of first contact; otherwise, agree on the next steps with the user. - Support the Major Incident Manager during major incidents as necessary. - Own the end-to-end customer satisfaction throughout the lifecycle of each incident or service request. - Support first-line activities by assisting in establishing the impact and urgency of user tickets and directing tickets to the relevant resolver groups. - Create and utilize knowledge base articles and self-help guides to improve service delivery. - Offer support to all resolver groups, ensuring timely updates in the ITSM tool and making escalations as needed. - Perform remote fixes when possible, including the installation and upgrading of software and addressing physical equipment issues. - Identify trends and common issues, providing recommendations for service improvements across training, technical fixes, process improvements, and communication. - Collaborate with the wider Service Delivery technical teams to identify, troubleshoot, and resolve hardware and software issues. - Manage and carry out IT equipment moves and changes, desk moves, and maintain desktop patching schedules in accordance with processes. - Complete relevant tasks for IT projects as directed by management and account for all time accordingly. - Provide out-of-hours support as part of the on-call rota.