1st Line IT Support Engineer

Answering calls and responding to tickets from customers.

Provide remote support to resolve problems that the customer is facing relating to any aspect of their IT.

Triage incoming calls and tickets and liaise with the wider IT team to manage escalations.

Provide on-site technical support at clients' premises where necessary.

Adhere to defined KPIs and meet the expected SLAs.

Consistently contribute to and update documentation.

On-board and off-board users.

Monitor backups daily and report on any issues that arise.

Minimum 1 years' experience in a Helpdesk IT support environment

Experience with support of Windows Desktop OS

Good working knowledge of PC, laptop and printer hardware

Good working knowledge of the full MS Office suite

Basic knowledge of IT networking and cabling

Excellent telephone manner with good interpersonal and communication skills

Demonstrable problem-solving skills with a logical train of thought, * Previous experience in an MSP environment

Support for VoIP systems

Office 365 administration

Support for Mac OSX

Certifications from Microsoft, CCNA or other relevant IT certifications

28 days holiday (including Bank Holidays)

Paid study leave

Hybrid working (office-based/remote)

Performance-related bonus scheme (paid twice yearly)

Excellent training and financial support for industry certifications

Travel pay plus company Oyster card for work-related travel

Eye test and glasses vouchers

Company social events

Comprehensive onsite training and induction

Smart casual dress code