Netrolynx AI
IT Support Engineer
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About The Company
James Frank Associates is a reputable and dynamic IT Service Provider dedicated to delivering innovative technology solutions and exceptional support to a diverse range of clients. With a strong focus on quality, reliability, and customer satisfaction, the company has established itself as a trusted partner in the IT industry. Committed to fostering a collaborative and inclusive work environment, James Frank Associates continually invests in its employees’ growth and development to ensure they stay at the forefront of technological advancements.
About The Role
Our client, a leading IT Service Provider, is seeking a keen, enthusiastic, and switched-on IT Support Engineer to join their team on a full-time, permanent basis. This role offers a fantastic opportunity for individuals looking to advance their careers within the IT support domain. The successful candidate will be responsible for providing first-line technical support to clients and end-users, ensuring timely resolution of issues and maintaining high levels of customer satisfaction. This position is ideal for someone with at least one year of experience in a similar role, preferably within an MSP environment, although candidates from other industries will also be considered. The role involves working closely with 2nd and 3rd Line Engineers, gaining valuable exposure to more complex technical challenges and expanding your skill set.
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Due to the nature of the role, candidates will require access to their own vehicle to facilitate on-site support when necessary. The position offers a dynamic work environment, where you will be involved in hardware and software installations, troubleshooting, and providing an exceptional level of service to a broad client base.
Qualifications
- Minimum of 1 year of experience in an IT support role, ideally within an MSP or similar environment
- Proficiency in Windows operating systems and Microsoft 365 applications
- Basic understanding of networking fundamentals such as LAN, DNS, and DHCP
- Experience with Active Directory management
- Strong communication skills, confident liaising with colleagues and clients at all levels
- Valid driver’s license and access to personal vehicle for on-site support
Responsibilities
- Serve as the first point of contact for clients and end-users, addressing queries and resolving issues promptly and efficiently
- Complete 1st Line support tickets with accuracy, ensuring adherence to service level agreements (SLAs)
- Perform hardware and software installations, including setting up printers, routers, PCs, and AV equipment
- Escalate unresolved or complex issues to senior engineers for further assistance
- Maintain a high standard of customer service, ensuring client satisfaction at all times
- Document troubleshooting steps and resolutions for future reference and knowledge sharing
- Assist in maintaining and updating IT documentation and inventory records
- Participate in team meetings and training sessions to continuously improve technical skills and service delivery
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Benefits
James Frank Associates offers a competitive salary package, comprehensive benefits, and opportunities for professional development. Employees will have access to ongoing training and certifications to enhance their technical skills. The company promotes a positive work environment that values teamwork, innovation, and work-life balance. Additional benefits include flexible working arrangements, performance-based incentives, and support for career progression within the organization.
Equal Opportunity
James Frank Associates is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other protected characteristic. All employment decisions are made based on merit, qualifications, and business needs, ensuring a fair and equitable hiring process for everyone.
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