The L1 Service Desk Engineer at FusionRed is a crucial frontline role, serving as the initial point of contact for our clients seeking technical assistance. This position is responsible for providing first-level support, ensuring client issues are addressed promptly and effectively. The core responsibilities include handling helpdesk tickets, communicating clearly with clients, and collaborating closely with the Service Desk Team to diagnose and resolve technical problems. This role involves triaging and dispatching support requests, adhering to established Service Level Agreements (SLAs), and may require both onsite work at client locations and scheduled after-hours support. The Junior Helpdesk Engineer will also have the opportunity to assist senior engineers with project work, gaining valuable experience in various aspects of IT service delivery.

KEY RESPONSIBILITIES

- Troubleshoot and resolve support tickets promptly

- Answer incoming support requests via phone, email and our ticketing system

- Assist project team with delivering projects as required

- Communicate issues and escalate tickets to third party support or senior team as necessary

- Adhering to Service Level Agreement (SLA)

- Provide remote and onsite support

- Triage and dispatch tickets to helpdesk team or other departments

- Provide the best customer service to our clients

- Participating in after-hours on call roster

SKILLS AND ATTRIBUTES

DESIRED

· 1+ year experience in managed services provider as junior/L1

· Ability to troubleshoot problems and find a solution

· Experience supporting Windows desktops and servers

· Exposure to Server and Virtualisation (Hyper-V, VMWare)

· Understanding of core services including Active Directory, Group Policy, DHCP and DNS.

· Exposure to networking such as firewall, switches

· Exposure to backups services

· Exposure to Microsoft 365 (Intune, Azure, 365 Admin)

· Customer service skills (in person and over the phone)

· Ability to ask for assistance and to follow through on an issue until the end.

NICE TO HAVE

· Experience using a RMM Tool

· Experience providing support via remote tools

· Experience handling Technical Service Tickets

· Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

WHAT THE APPLICANT SHOULD BE/HAVE:

You must be a Citizen / Permanent Resident

Have Own driver's license

Have their own Car