Specialist, IT Support

Job description

Overview 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. This is a 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 escalate 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 Sa...