1st Line Support Engineer

We are looking to develop our current team with the addition of a passionate 1st Line Technical Support Engineer who is keen to learn and grow with the business. As a 1st line technical support engineer, you will be responsible for providing remote support for IT infrastructure, cloud hosting & telecoms networks. You will be working with over 150 different clients varying from SMB to SME sizes, to resolve or escalate their technical issues in a prompt and professional manner as well as building and repairing PC's, laptops and printers and other workshop duties. It will be a role working between workshop and helpdesk. Full training and support will be provided. If you have a passion for IT and looking to bring new ideas to the team this could be the role for you., · Answering the technical line to support our clients as the first point of contact. · Provide remote and telephone support for client networks and applications. · Responsible for handling support of ticket requests which relate to all technology including; workstations, servers, printers, networks, and vendor specific hardware and software. · Updating the help desk ticketing system, ensuring the calls are logged and all notes, progress and actions have been added promptly and accurately. · Prioritise tickets based on impact to keep efficient progress. · Work to the contracted SLA's and liaise with 3rd parties as required, escalating within the helpdesk team were necessary. · Building PC's · Pre delivery setup of laptops · Repairing PC's, laptops and printers · Dealing with third parties to arrange external repairs and tracking documentation · Stock control of components and cables · Pre delivery preparation of servers / infrastructure equipment · Updating asset register for customers new equipment before delivery. · Keeping up to date with any training and learning logs. · Dealing with deliveries and receipting them into stock · Dealing with software issues e.g. installation and upgrade

Hyper V, Operating Systems, Customer Service, Email, Veeam, Communication Skills, Switching, · 1-2 Years prior experience within a technical support focused role. · Active Directory Administration · Office 365 & Azure support and management. · Windows 10,11 Operating systems. · Microsoft Office 365 apps. · Virtualisation (Hyper-V, VMware) · Basic Routing and switching knowledge. · Knowledge with backup vendor software such as Veeam, StorageCraft. · Basic Telephony systems Knowledge.

· Current MS-10X or MD-10x certifications preferred but not essential.

• Good communication skills
• Proactive and eager to learn
• Good knowledge of IT Systems and Support
• Professional and Courteous
• Comfortable with all aspects of customer service (face to face, phone and email)