1st Line IT Support Engineer

As a 1st Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management. Exams towards certifications relevant for your role fully paid for by my client!, * Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.

• Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
• Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
• Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
• Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
• Log and assign tickets and monitor workloads for the other Service Desk team members.

Must have 1-2 years experience within an IT Support role with an IT MSP (Managed Service Provider) or consultancy where you are providing support to external customers, along with a MS Fundamental certificates like AZ104 / SC100 / M100 etc, * MSP background

• 1-2 years proven experience in an IT support role
• Experience of working to an ITIL framework in a service desk capacity
• Microsoft Windows Server
• Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
• Active Directory Management
• Windows 10, 11 Operating System Support
• Apple OS and Apple Mac support experience
• Microsoft Office Suite
• Backup Technologies such as DATTO, Acronis
• Laptop/desktop and thin client support

Personal Skills:

• Highly Motivated
• Can do attitude
• Attention to detail
• Excellent communication skills
• Proven client service skills
• Ability to work under pressure
• Willingness to work flexibly as required
• Good telephone etiquette

• Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)
• Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)
• Benefits: Competitive Package Offered - Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays!