We are seeking a skilled and knowledgeable Level 1/2 Support Engineer to join our close-knit IT department at Dutton Automotive. Reporting to the IT Manager, the ideal candidate will possess strong technical expertise in providing desktop support services, troubleshooting hardware and software issues, and maintaining printing and network infrastructure.
As our Level 1/2 Support Engineer, your primary responsibility will be to deliver excellent customer service and technical support to end-users, ensuring the smooth operation of computer systems and efficient resolution of technical problems.
Tasks and responsibilities will include, but not limited to:
- Diagnose and resolve hardware, software, and network issues escalated from Level 1 support, adhering to service level agreements (SLAs).
- Participate in projects related to infrastructure upgrades, system migrations, and software deployments as assigned.
- Management of device management systems and user and device security policies.
- Aid in constant improvement of security posture, policies, and delivery.
- Conduct troubleshooting activities to identify and resolve problems, including, but not limited to, hardware failures, software conflicts, and connectivity issues.
- Install, configure, and maintain desktop hardware, software applications, and peripherals, ensuring compatibility and functionality.
- Assist in the setup and maintenance of network devices, including switches, routers, and firewalls, to ensure smooth and secure network operations.
- Collaborate with cross-functional teams, including IT Management, and application support teams, to address complex technical issues.
- Document and maintain accurate records of user requests, incidents, and resolutions in the ticketing system, ensuring timely updates and proper closure.
- Document and maintain accurate records of assets, assignments, and configurations.
- Contribute to the development and improvement of internal IT processes, procedures, and knowledge base articles.
