1st/2nd Line Workplace Response Engineer

1st/2nd Line Workplace Response Engineer | Online Gaming | Malta



SRGEurope have been appointed to recruit a capable 1st/2nd Line Workplace Response Engineer.

The Workplace Response Engineer role is an exciting and challenging one.

It requires a proven track record of working in a busy technical support department.

A customer centric person with a passion for technology, IT development and progression.



If you are an experienced 1st/2nd Line Workplace Response Engineer then this is the opportunity for you.



What's on Offer?





  • A fantastic collaborative work environment in an excellent location.


  • Private Healthcare that begins on day one and the option to add family members.


  • A Pension Plan after successfully completing probation.


  • Free language classes and wellness coaching.


  • Discounts for several restaurants along with subsidised gym memberships.


  • A comprehensive relocation package.



What you will be doing:





  • Serve as the first point of contact for customers seeking technical assistance.


  • Provide 1st and 2nd line technical support for hardware and software issues.


  • Determine the best solution based on the issue and details provided by customers.


  • Walk the customer through the problem-solving process.


  • Ensure all calls are logged into the Incident Handling solution and progress notes are added to all calls.


  • Ensure that all customers receive a 1st response within 15 minutes.


  • Managing the timely resolution of all requests.


  • Always follow up with customers to ensure full resolution of issues.


  • Direct unresolved issues to the next level of support personnel.


  • Always deliver exceptional customer service.


  • Follow-up and update customer status and information.


  • Proactively managing problem calls through to completion in a timely basis.


  • Pass on any feedback or suggestions by customers to the appropriate internal team.


  • Work well under pressure.


  • Working on multiple issues at the same time (multi-tasking).


  • Pro-actively identifying potential problems and issues, taking ownership and putting forward a plan for resolution.


  • Identification of potential opportunities to replace or implement new solutions or equipment at sites.


  • Sharing your technical knowledge on troubleshooting and diagnosing problems.



The Essentials:





  • Microsoft Technologies (O365, Teams, Active Directory, Azure, Exchange, Windows 10)


  • Apple workstation builds/imaging.


  • Remote Management/Deployments


  • Network Print services


  • Basic Networking skills


  • Lenovo Hardware


  • Good understanding of computer systems, mobile devices and other tech products.


  • Browser technologies (IE/Chrome)


  • Intune administration


  • Fault finding, analysis and technical troubleshooting


  • Under the hood desktop operating system skills.


  • Apple OS X workstation and Server


  • Cloud Azure Administration


  • Networking and firewalls concepts


  • Basic scripting/automation skills (PowerShell, Python)


  • Backup technology


  • Desktop Virtualisation (AVD)



To Apply



Please click on the ‘apply' button and upload your CV and a Cover Letter or alternatively contact Sam Adlam , Recruitment Consultant on Sam.adlam@srgeurope.com or on +350 200 69999.



IT, O365, Azure, Exchange, Windows 10


  • Start: ASAP
  • Duration: Permanent
  • Rate: competitive salary + benefits
  • Location: Malta Island, Malta
  • Type: Permanent
  • Industry: IT
  • Recruiter: SRGEurope
  • Contact: Sam Adlam
  • Tel: 0035020069999
  • Email: to view click here
  • Posted: 2022-08-30 11:24:15 -

  • View all Jobs from SRGEurope


Share Job