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Role: 1st Line Service Desk EngineerSalary: Up to £27000 per annum depending on experience Location: Hybrid nr Leeds
We have a permanent position available for a 1st Line Service Desk Engineer to join a supportive MSP based near Leeds. This is a full-time position with some scope to work remotely, paying between £24000 and £27000 per annum depending on experience and qualifications.
You would assist in providing managed IT services, cloud solutions, data backup and recovery support to clients across multiple industries. This is a great opportunity for someone with experience in a Managed Service Provider (MSP) environment who is passionate about IT and delivering exceptional customer service.
The role:
- Provide 1st line technical support over the phone, via email, and in person, ensuring a friendly and professional approach.
- Log, triage, and manage service desk tickets, aiming for a first-time fix.
- Communicate clearly with customers, account managers, and service managers, ensuring issues are resolved within SLA.
- Take ownership of assigned incidents, tracking their progress and ensuring timely resolution.
- Escalate complex issues to the appropriate teams as needed.
- Support the onboarding and offboarding processes (new starters, leavers, and role changes).
- Configure and set up IT hardware.
- Perform routine system checks and software updates.
- Provide on-site support to customers when required.
- Maintain and update procedural documentation.
- Demonstrate a proactive, hands-on approach to problem-solving within strict SLA timelines.
- Deliver outstanding customer service.
Essential skills/experience required:
- Troubleshooting experience with Microsoft Windows 10/11.
- Apple Mac support experience.
- Active Directory Administration.
- Administration of Office 365.
- General hardware and software troubleshooting expertise.
- Familiarity with Remote Monitoring and Management (RMM) tools and remote-control software (Automate, TeamViewer).
- Knowledge of Intune and Mobile Device Management (MDM).
- Antivirus experience.
- Basic understanding of backup technologies.
- A general understanding of networking principles.
Excellent benefits include Healthcare, Well-Being and Life Insurance Schemes, free training and development and extra holiday for your Birthday off, to name a few.
If you are interested in the above role, please Apply Now and send a CV for quick review.
Should you require reasonable adjustments at any point during the recruitment process or if there is a better way for us to communicate, please do let us know.
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