Entry Level Support Engineer

About the role

We are looking for an enthusiastic, tech-savvy, and customer-oriented Graduate Trainee / Entry-Level Support Engineer to join our client Global IT Support team. In this role, you will be the first point of contact for our client's employees experiencing technical issues. You will receive hands-on training to troubleshoot modern workplace technologies, manage IT infrastructure, and deliver world-class technical support. Key Responsibilities As a trainee, you will be mentored to handle the following:

• Omnichannel Support: Provide initial IT support via phone, email, chat, and in-person. Learn to manage support tickets through our Self-Service Portal.
• Troubleshooting: Assist in diagnosing and resolving basic technical issues related to laptops, productivity suites, and business applications.
• SLA & Queue Management: Learn to prioritize tasks and resolve user queries within agreed Service Level Agreement (SLA) timeframes.
• Escalation: Document issues accurately and provide smooth handovers to senior teams when advanced troubleshooting is required.
• Security & Compliance: Adhere to Information Security policies to ensure data protection and secure access controls.
• Knowledge Management: Contribute to the team’s technical knowledge base as you learn new internal tools.

Qualifications & Skills

• Education: Bachelor’s degree in IT, Computer Science, Electronics, or a related field.
• Technical Basics: Strong foundational knowledge of Windows 10/11; familiarity with Google Workspace, Microsoft 365, and basic networking (TCP/IP, DNS, DHCP).
• Hardware & Mobility: Basic understanding of laptop hardware, printers, and mobile OS (iOS & Android).
• Soft Skills: Excellent verbal and written communication skills with a customer-first attitude and a logical approach to problem-solving.
• Agility: Ability to learn rapidly and adapt to a fast-paced global corporate environment.

Preferred Qualifications

• Prior internship experience in a technical or customer-facing role.
• Familiarity with ticketing tools like Jira or ServiceNow.
• Certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL awareness.

Special Requirements

• Flexibility to work in shifts to support our global operations.
• Openness to occasional international travel if required.

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. Our client has perks for your partners and little ones too.