Level 1 Helpdesk Engineer

Overview:

As a Level 1 Helpdesk Engineer at Perimeterwatch Technologies, you will be an integral part of our technical support team, providing frontline assistance to clients in resolving their IT issues. You will be responsible for diagnosing, troubleshooting, and resolving technical problems across a variety of platforms and technologies. This position offers an exciting opportunity to gain hands-on experience in a fast-paced Managed Security Service Provider (MSSP) environment while delivering exceptional customer service.

Responsibilities:

·         Provide first-line technical support via phone, email, or remote assistance to clients experiencing IT-related issues.

·         Diagnose and troubleshoot hardware, software, and network problems promptly and effectively.

·         Document all client interactions, including details of issues and steps taken for resolution, in the ticketing system.

·         Escalate unresolved issues to Level 2 support or appropriate teams while ensuring timely communication with clients regarding the status of their tickets.

·         Perform system administration tasks such as user account management, password resets, and software installations as per company policies and procedures.

·         Monitor client systems and networks proactively to identify potential issues and prevent service interruptions.

·         Collaborate with team members to share knowledge, best practices, and troubleshooting techniques.

·         Adhere to service level agreements (SLAs) and maintain high levels of customer satisfaction through prompt and courteous communication.

·         Participate in ongoing training and professional development opportunities to enhance technical skills and stay updated on emerging technologies.

Qualifications:

·         A bachelor's degree in Information Technology, Computer Science, or related field preferred.

·         Previous experience in a technical support role or helpdesk environment is desirable but not essential; recent graduates are encouraged to apply.

·         Strong problem-solving skills with the ability to analyze and troubleshoot technical issues independently.

·         Familiarity with Windows and/or Mac operating systems, as well as common productivity software (e.g., Microsoft Office).

·         Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, etc.

·         Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.

·         Customer-centric mindset with a passion for delivering high-quality service and support.

·         Ability to work well under pressure in a fast-paced environment and prioritize multiple tasks effectively.

·         Certifications such as CompTIA A+, Network+, CCNA

Benefits:

·         Competitive salary commensurate with experience.

·         Comprehensive benefits package including health insurance, retirement plans, and paid time off.

·         Opportunities for career advancement and professional development.

·         Collaborative and supportive work environment with a focus on teamwork and continuous learning.

Schedule:

·         12-hour shifts (9:00 PM to 9:00 AM)

·         3 days on/3 days off rotation.

·         Must be flexible to shift changes.