SUMMARY:
Provide responsive first-line IT support across users, systems, hardware and connectivity.

POSITION INFO:

IT Technician Level 1

DRA Global is seeking a dedicated IT Technician Level 1 to join our Shared Services team. This role is pivotal in delivering first-line IT support across software, hardware, network, and telecommunications systems. The successful candidate will ensure all incidents and requests are logged, managed, and resolved efficiently, providing an excellent user experience.

Key Responsibilities

• Provide first-line technical support via phone and email, ensuring prompt and effective assistance.
• Log, categorise, assign, and manage Service Desk tickets accurately.
• Troubleshoot issues relating to software, hardware, network connectivity, and telecommunications.
• Resolve incidents at first contact wherever possible to minimise downtime.
• Reset user passwords and support user account administration tasks.
• Escalate complex incidents to Level 2 and Level 3 support teams as appropriate.
• Monitor ticket SLAs and proactively follow up on outstanding requests to meet service standards.
• Assist with printer installation, administration, and troubleshooting to maintain operational efficiency.
• Support Active Directory user and computer administration activities.
• Troubleshoot end-user hardware faults and perform preventative maintenance.
• Image desktops and laptops, and install necessary software to ensure system readiness.
• Maintain accurate and timely updates on tickets and technical documentation.
• Manage user expectations with professionalism, demonstrating a customer-focused approach.

Qualifications

• ITIL Foundation certification is desirable.
• Relevant certifications such as MCSE, CCNA, or equivalent are advantageous.
• CompTIA certifications will be considered a plus.

Experience

• At least 12 months’ customer service experience within a Helpdesk or support environment.
• Minimum of 12 months’ IT support experience in a corporate setting.

Skills

• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Professional telephone manner and customer service skills.
• Basic understanding of networking and connectivity principles.
• Proficient in Windows desktop support.
• Competent in hardware and software troubleshooting.
• Ability to work independently, taking ownership of support tickets through to resolution.
• Positive, professional, and service-oriented approach at all times.