Job Description
The Level 1 Helpdesk Engineer is a critical role at Altitude IT. The primary role is the maintenance, support, and installation of Desktop equipment and associated software, as well as providing the initial point of contact, and first line of support for clients via email or phone.
What you will be doing:
Client queries via telephone or email are logged promptly, accurately, and completed in a timely fashion, within agreed service levels.
Technician schedules are managed on an ongoing basis, and tickets are prioritised on an ongoing basis dependent on urgency.
Schedules and prioritises an appropriate course of action, optimising the management of resources whilst considering the impact on others.
Initial triage is performed according to agreed procedures and is systematically recorded on the ticket.
Ensure all time is recorded, hardware ordered if required and agreed by the client, and that invoicing occurs in the correct period.
Communicate with clients on ticket status at regular intervals to make sure they are informed of progress until the ticket is completed
Appropriate escalation of queries regarding issues or billing to either the Service Delivery Manager and/or Director of Expedite.
Additionally, you may be required to provide after-hours "on-call " service and/or assist with project work
What we are looking for:
A logical problem solver who is organised at keeping documentation and records up to date and complete.
A confident, clear, and precise communicator, both written and verbal.
Able to engage with clients clearly and in a friendly and helpful manner.
Excellent time management skills, with the ability to multi-task and adapt during the workday according to the requirements of clients and fellow staff.
Positive, confident, compassionate, and understanding of both client's and colleague's changing needs.
What you will be doing:
Client queries via telephone or email are logged promptly, accurately, and completed in a timely fashion, within agreed service levels.
Technician schedules are managed on an ongoing basis, and tickets are prioritised on an ongoing basis dependent on urgency.
Schedules and prioritises an appropriate course of action, optimising the management of resources whilst considering the impact on others.
Initial triage is performed according to agreed procedures and is systematically recorded on the ticket.
Ensure all time is recorded, hardware ordered if required and agreed by the client, and that invoicing occurs in the correct period.
Communicate with clients on ticket status at regular intervals to make sure they are informed of progress until the ticket is completed
Appropriate escalation of queries regarding issues or billing to either the Service Delivery Manager and/or Director of Expedite.
Additionally, you may be required to provide after-hours "on-call " service and/or assist with project work
What we are looking for:
A logical problem solver who is organised at keeping documentation and records up to date and complete.
A confident, clear, and precise communicator, both written and verbal.
Able to engage with clients clearly and in a friendly and helpful manner.
Excellent time management skills, with the ability to multi-task and adapt during the workday according to the requirements of clients and fellow staff.
Positive, confident, compassionate, and understanding of both client's and colleague's changing needs.
💡 Quick Summary
Seeking a career-building opportunity? The Level 1 Helpdesk Engineer position is now open for candidates interested in the Remote Jobs sector. This role in Auckland offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Remote Jobs is a plus.
