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For Companies At a Glance
- Tasks: Be the go-to tech guru, solving IT issues and helping users thrive.
- Company: Join a dynamic team at Consilio, where innovation meets support.
- Benefits: Enjoy a hybrid work model, competitive pay, and growth opportunities.
- Why this job: Kickstart your IT career while making a real difference for users.
- Qualifications: 1+ years in IT support, strong communication skills, and a passion for tech.
- Other info: Great chance to learn and grow in a supportive environment.
The predicted salary is between 30000 - 42000 £ per year.
The L1 Support Engineer serves as the first point of contact for users seeking technical assistance. They provide basic Aurora troubleshooting, resolving routine issues and escalating complex problems to other support teams. Hybrid role based in our London office.
Responsibilities
- Respond to Help Desk (Service Desk and SNOW) tickets, calls, and chatbot in a timely manner.
- Diagnose and resolve common IT problems using established procedures and knowledge base articles.
- Perform initial troubleshooting for hardware issues, software applications, operating system errors, and network connectivity problems and elevate appropriately.
- Guide users through step-by-step solutions and provide basic training on various IT systems and applications.
- Monitor IT infrastructure, including servers, networks, and applications, using monitoring tools to detect and address potential issues proactively.
- Maintain clear and thorough records of troubleshooting steps, resolutions, and system configurations within the ticketing system and knowledge base.
- Demonstrate a basic understanding of SaaS (Software as a Service) concepts.
- Create, modify, and deactivate user accounts in SaaS platforms like Office 365, ServiceNow, etc.
- Manage user permissions and access rights to different SaaS applications and resources.
- Respond to and resolve common user issues related to SaaS applications, such as login problems, application errors, or basic feature usage questions.
- Provide initial support for Office 365 services (Email, OneDrive, Teams, SharePoint), including basic configuration and troubleshooting.
- Escalate complex or unresolved issues to appropriate L2 or L3 support teams following established procedures.
- Assist with regularly scheduled maintenance activities and smoke testing as needed for other activities.
- Follow standard operating procedures and escalation paths.
- Provide excellent customer service and communication.
- Participate in regular standup meetings and update on issue status.
Qualifications
- 1+ years of experience in a helpdesk or IT support role.
- Familiarity with ticketing systems such as ServiceNow, Service Desk.
- Exposure to Kubernetes, Docker, and Grafana in a support or learning environment.
- Basic understanding of SaaS concepts and platforms.
- Strong communication and customer service skills.
- Ability to work independently and collaboratively.
- A+ or similar certification is a plus.
Specialist, IT Support employer: Consilio LLC
Contact Detail:
Consilio LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Specialist, IT Support
✨Tip Number 1
Get your tech skills sharp! Brush up on common IT issues and troubleshooting steps. Familiarity with tools like ServiceNow and Office 365 will give you a leg up when you're chatting with potential employers.
✨Tip Number 2
Practice your communication skills! As an IT Support Specialist, you'll need to explain complex issues in simple terms. Try role-playing scenarios with friends or family to get comfortable with guiding users through solutions.
✨Tip Number 3
Network like a pro! Connect with current employees at companies you're interested in. They can provide insider tips and might even refer you for open positions. Don't forget to check out our website for the latest job openings!
✨Tip Number 4
Stay organised! Keep track of the jobs you've applied for and follow up if you haven't heard back. A little persistence goes a long way, and it shows you're genuinely interested in the role. Remember, we’re here to help you land that dream job!
We think you need these skills to ace Specialist, IT Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and showcases your troubleshooting skills. We want to see how you’ve tackled common IT problems before, so don’t hold back!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our L1 Support Engineer role. Share specific examples of how you've provided excellent customer service in past roles.
Show Off Your Tech Skills: Mention any familiarity with ticketing systems like ServiceNow or any exposure to SaaS platforms. We love seeing candidates who are proactive about learning new technologies, so let us know what you’ve been up to!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Consilio LLC
✨Know Your Tech Basics
Brush up on your knowledge of common IT problems, especially those related to hardware, software, and network issues. Be ready to discuss how you would troubleshoot these problems using established procedures and knowledge base articles.
✨Familiarise Yourself with SaaS
Since the role involves managing user accounts and permissions in SaaS platforms like Office 365 and ServiceNow, make sure you understand the basics of these systems. Prepare to explain how you've used them in past roles or how you'd approach common user issues.
✨Show Off Your Customer Service Skills
As a first point of contact for users, excellent communication is key. Think of examples where you've provided great customer service in previous roles, and be ready to share how you handle difficult situations or frustrated users.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific technical scenarios or user issues. Practice articulating your thought process clearly and step-by-step, as this will demonstrate your problem-solving skills and ability to guide users effectively.