1st Line Support Engineer

• Provide 1st (and some 2nd) line support by remotely troubleshooting, resolving, and escalating incidents
• Answer service desk calls and log tickets on our PSA (Professional Services Automation software)
• Provide regular and clear communication with customers regarding ticket status and expected resolution times
• Produce and maintain accurate technical documentation
• Assist with the deployment of client and internal projects when required

Technologies:

• Hardware
• Support
• Microsoft 365
• Mobile
• SharePoint
• Windows
• Office 365

• Previous experience working within a 1st Line role, ideally within an IT Services environment
• Possess excellent customer service skills, with the ability to break down technical terms
• Excellent troubleshooting, analytical and problem-solving skills
• Exposure/troubleshooting experience with some of the following technologies: Windows 10 and 11, Microsoft Office and Microsoft 365 products (including Exchange Online, SharePoint, Teams, and OneDrive), mobile devices
• Basic hardware knowledge

We are a well-established and leading IT Managed Service Provider based in Central London, seeking a motivated and technically driven 1st Line Engineer to join our dynamic team. With over 20 years in the field, we pride ourselves on delivering first-class technical solutions alongside exemplary customer service. We offer a competitive salary of up to £30,000 PA, depending on experience, and numerous benefits, including funding for further training and certifications. Our work environment is hard-working yet fun and collaborative, providing opportunities for growth into 2nd and 3rd line responsibilities.