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Job Title: 1st & 2nd Line Technical Support Engineer
Summary: A fast-growing Managed Service Provider is seeking a 1st & 2nd Line Technical Support Engineer to join their existing Technical Support Team. This position involves managing and providing ongoing technical support for clients across various IT, communications, and cybersecurity services.
Roles & Responsibilities: The key responsibilities for this role include, but are not limited to:
- Maintaining consistent SLAs for all 1st & 2nd Line Support Tickets.
- Responding to all client support tickets within a 25-minute window and ensuring ticket closure within SLA timeframes.
- Answering all incoming client calls within 5 seconds.
- Supporting customers with their Windows and iOS workstations.
- Providing support for Microsoft Office 365, including Outlook, SharePoint, OneDrive, Azure AD, and Intune (full training will be provided).
- Ensuring client satisfaction surveys consistently achieve a minimum of 4 out of 5 stars.
- Demonstrating a willingness to continuously learn and develop professionally.
- Managing tickets using Atera and maintaining up-to-date customer details in Hudu (full training will be provided).
- Being open to learning new skills in network management, cybersecurity monitoring, and onsite installations as required.
- Being willing to travel and meet with customers at their offices when necessary.
- Participating in out-of-hours support based on a team rota (additional pay included, maximum of 1 week per month).
- Upholding the core values of attitude, integrity, and perseverance.
Requirements:
- Previous experience in a similar role within a technology-based environment.
- Strong organizational skills and the ability to manage tasks efficiently.
- Excellent communication skills.
- Proficiency with Microsoft Word, Excel, PowerPoint, and CRM systems.
- Ability to work both independently and as part of a team.
- Willingness to work from the office based in Enfield
Career Path: As experience is gained, the Technical Support Engineer will have the opportunity to progress into a Senior Support Engineer role. Further career development opportunities may arise, including the possibility of supporting clients across the UK, Europe, and the Middle East as the company continues its expansion.
Salary & Package Breakdown:
- £23,000 per annum basic salary.
- Overtime pay available for weekly out-of-hours support: £150 per week.
- Bonus pay based on department-specific KPIs.
- 40 hours per week (8:30 am to 5:30 pm, Monday to Friday).
- 25 days of holiday per year, plus bank holidays.
- Business travel expenses covered.
- Full training provided.
- Paid sick leave.
- Regular social events.
- Optional travel opportunities.
To apply, please get in touch with your CV and details of your salary expectations and notice period.
