1st Line Engineer

The Tier 1 team are tasked with supporting, investigating, and resolving our MSP client’s IT-related systems and making sure all issues are dealt with in a timely fashion., * Being the first point of contact for all incoming support calls, emails, and sessions

• Ensuring all forms of support call are logged in the system and the client is kept updated
• Manage incident and request tickets ensuring established SLAs are met
• Provide support to our entire MSP client base
• Help the Tier 1 with continued business improvements
• Manage the clients’ expectations with ongoing tickets
• Inform the Tier 1 Manager of any tickets requiring escalation, to other teams
• Communicate daily to clients with open tickets
• Adhere to all company policies and procedures
• Ensuring that all role related KPI’s are met
• Log, manage and resolve MSP client IT issues
• Maintain desktop asset register and configurations
• Undertake any other reasonable duties, as required, to meet the needs of the business

• Ability to learn on your feet
• Experience in supporting Windows 11 and MacOS environments
• Exposure to Microsoft 365 account setup
• Strong Microsoft Office troubleshooting skills - Outlook, Excel, Word, Teams, etc…
• Basic computer hardware exposure - desktop & laptop
• Strong communication skills
• Excellent troubleshooting and problem resolution skills
• Excellent client service
• Positive attitude to work
• Strive to continuous improvement
• Able to work independently under pressure
• Minimum of 1-year IT experience

Desirable:

• Certification in any of the following technologies
• o Windows Desktop
• o Mac OS
• o Microsoft 365 (MS-900)
• o Azure (AZ-900)
• Driving license and own transport
• Comptia A+
• Comptia N+
• Microsoft MTA or equivalent
• MSP Experience (advantageous)