Front-Line Service Desk Engineer

The Role
As an IT First-Line Engineer, you’ll be the first point of contact for technical support, helping end-users resolve everyday IT issues quickly and effectively. You’ll handle requests across desktops, basic networking, and common applications, ensuring smooth operations and excellent customer service. This role is ideal for someone who’s eager to learn, enjoys problem-solving, and takes pride in delivering reliable support.

You’ll work closely with the Service Desk team, escalate complex issues when needed, and maintain accurate documentation. If you’re proactive, organised, and passionate about technology, this is a great opportunity to build your IT career.

Who is Spector?

Spector was established in 2002 to deliver high-quality, rapid-response IT services to a market hungry for better support. We’ve always embraced a Win/Win ethos for both staff and clients, firmly believing in the power of technology to ignite business success.

Today, we provide market-leading solutions in cybersecurity, IT outsourcing, and business continuity—underpinned by a strong focus on IT Risk Management.

What is Spector’s Vision?

While our core product is managing business technology, we believe that people come first. We protect our clients and their technology using cutting-edge tools and strategic guidance. This enables them to grow with confidence, free from the fear of cyber threats or operational downtime.

Whether it’s helping a client’s staff member with a simple issue or resolving a high-impact incident for an executive, we take ownership and see it through to the best outcome. This clarity of purpose drives our high client retention and attracts like-minded customers to our business.

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  Comprehensive knowledge in each of the below areas is not a requirement for application. We want to hear from you if you have working knowledge in majority of responsibilities listed.

Key Responsibilities:

• Provide first-level technical support and assistance to end-users via various communication channels, including phone, email, chat, or in person.
• Respond to user inquiries promptly, courteously, and professionally, ensuring high levels of customer satisfaction.
• Troubleshoot and resolve basic hardware, software, and network issues by analyzing problems and identifying appropriate solutions.
• Install, configure, and maintain computer systems, printers, peripheral devices, and software applications.
• Assist in setting up and configuring user accounts, email accounts, and other IT-related systems.
• Ensure proper documentation of all support requests, incidents, and solutions in the ticketing system.
• Collaborate with other IT team members to resolve complex technical problems and escalate issues as necessary.
• Educate end-users on basic IT procedures, such as password reset, software usage, and security best practices.
• Assist in the testing and deployment of software updates and patches.
• Maintain an up-to-date knowledge of the organization's hardware, software, and IT policies.

Qualifications and Skills:

• Prior experience in a similar IT support role is desirable, but not mandatory.
• Basic knowledge of computer hardware, operating systems (e.g., Windows, macOS), and software applications.
• Familiarity with network protocols, troubleshooting connectivity issues, and configuring network settings.
• Strong problem-solving and analytical skills with the ability to think logically and prioritize tasks.
• Excellent customer service and interpersonal skills, with the ability to communicate technical information to non-technical users.
• Ability to work independently as well as part of a team in a collaborative environment.
• Willingness to learn and adapt to new technologies and processes.