1st Line Support Engineer

London

Perm

Up to £28,000 DOE

My client are currently looking for an experienced 1st line support engineer to join their expanding team.

They are a leading MSP, providing first class IT support services to increase efficiency, decrease outgoings, minimise system downtime and boost performance.

They believe that prevention is always far better than a cure so they offer strategic support plans that are both proactive and flexible allowing them to eliminate problems before they occur so you can maintain your competitive edge

Job Description

Purpose of Job:

You will take a supporting role in the in the management and resolution of customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional services and effective Problem Management.

Job Specifications:

Experience:

* MSP background preferable

* 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 2016 – 2022

* 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

Main Tasks and Responsibilities

* 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