The IT Systems Engineer (Tier 1) is responsible for addressing both basic and complex technical issues. This role involves handling escalations from Tier 1, working directly with clients to resolve issues, and ensuring timely resolution of support tickets. Tier 2 engineers will troubleshoot systems, servers, network devices, and cloud infrastructure, escalating more advanced issues to the Tier 3 team when necessary. Additionally, the role may involve assisting with Tier 1 issues during peak times

• Handle and resolve support tickets from various channels (phone, email, customer portal).

• Troubleshoot and resolve issues beyond basic workstation problems, including servers, networks, and cloud-based systems. (basic level)

• Provide excellent customer service in all communications.

• Collaborate with team members and escalate issues to Tier 3 when appropriate.

• Take ownership of customer tickets, ensuring timely and thorough resolution.

• Document issue resolutions and update technical procedures.

• Assist with system monitoring, responding to alerts, and supporting Tier 1 staff as needed.

• Engage in ongoing training and certification programs to improve skills and technical knowledge.

• Be flexible to work various shifts, including holidays and weekends.